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Jurnal Manajemen
Published by Universitas Tarumanagara
ISSN : 14103583     EISSN : 25498797     DOI : 10.24912
Core Subject : Economy,
Economics, Econometrics & Finance
Jurnal Manajemen [p-ISSN 1410-3583 | e-ISSN 2549-8797] is a peer-reviewed journal published three times a year (February, June, and October) by Faculty of Economics, Universitas Tarumanagara. Jurnal Manajemen is intended to be the journal for publishing articles reporting the results of research on management. Jurnal Manajemen invites manuscripts in the various topics include, but not limited to, functional areas of marketing management, finance management, strategic management, operation management, human resource management, e-business, knowledge management, management accounting, management control system, management information system, international business, business economics, business ethics and suistainable, and entrepreneurship
Arjuna Subject : Ilmu Ekonomi, Ekonometrika dan Keuangan (semua kategori) - Ilmu Ekonomi, Ekonometrika dan Keuangan (Lain-Lain)
Articles 618 Documents
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PENGARUH KEPEMIMPINAN TERHADAP KINERJA DOSEN DI PERGURUAN TINGGI Purwanto S. K.
Jurnal Manajemen Vol. 19 No. 1 (2015): February 2015
Publisher : Fakultas Ekonomi dan Bisnis, Universitas Tarumanagara

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24912/jm.v19i1.104

Abstract

The Competitiveness of a nation is determined by the quality of higher education, especially in the technological and innovation. Improving the quality of higher education related to the performance lecturer in the areas of education, research and publications, and community service. Lecturer performance improvement requires the competence and commitment of university leadership. A leader in university must make a good organizational climate especially education and training that engagement and developed in its members. This study aims to determine the impact of leadership on the performance of lecturers. The study was conducted at state and private universities in Jakarta with a sample of 60 lecturers. The results showed that leadership in higher education that can improve the performance of the lecturer. Variables significant are able to provide exemplary leadership, make decisions quickly, giving delegates the authority, and a high level of optimism.Daya saing suatu bangsa ditentukan oleh kualitas pendidikan tinggi, terutama dalam teknologi dan inovasi. Peningkatan kualitas pendidikan tinggi terkait dengan kinerja dosen dalam bidang pendidikan, penelitian dan publikasi, serta pengabdian kepada masyarakat. Peningkatan kinerja dosen memerlukan kompetensi dan komitmen dari pimpinan universitas. Pemimpin di perguruan tinggi harus membuat iklim organisasi yang baik untuk menumbuhkan rasa memiliki dari dosennya serta pendidikan dan pelatihan untuk meningakatkan kompetensi dosennya. Penelitian ini bertujuan untuk mengetahui dampak dari kepemimpinan terhadap kinerja dosen. Penelitian dilakukan di universitas negeri dan swasta di Jakarta dengan sampel dari 60 dosen. Hasil penelitian menunjukkan bahwa kepemimpinan dalam pendidikan tinggi yang dapat meningkatkan kinerja dosen. Variabel yang berpengarih nyata adalah kemampuan memberikan teladan, membuat keputusan dengan cepat, memberikan delegasi wewenang, dan tingkat optimisme yang tinggi.
PENGARUH GAYA KEPEMIMPINAN, EMPATI DAN MOTIVASI TERHADAP BUDAYA ORGANISASI (Studi Kasus Terhadap Kepala Sekolah Dasar Kota Gorontalo) Novianty Djafri
Jurnal Manajemen Vol. 19 No. 1 (2015): February 2015
Publisher : Fakultas Ekonomi dan Bisnis, Universitas Tarumanagara

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24912/jm.v19i1.105

Abstract

Tujuan dari Penelitian ini adalah untuk mengetahui pengaruh gaya kepemimpinan, empati dan motivasi terhadap budaya organisasi kepala sekolah dasar kota Gorontalo. Objek penelitian ini adalah Sekolah Dasar dengan subjek kepala sekolah sebanyak 55 orang.Empat variabel dari data penelitian di kumpul melalui instrumen berupa angket yang valid dan reliabel. Analisis statistik data penelitian menggunakan analisis jalur dengan signifikansi sesuai dengan output SPSS 22.0 Temuan penelitian menunjukkan bahwa terdapat pengaruh langsung positif gaya kepemimpinan, empati kepala sekolah, motivasi terhadap budaya organisasi sekolah.Terdapat pengaruh langsung positif gaya kepemimpinan terhadap empati dan motivasi kepala sekolah.Purpose of the study to determine the effect of leadership style, empathy, and motivation of on the organization culture as the principal basis of Gorontalo city. The study object is the subject of elementary school principals as many as 55 people. Four variables of the data gathered through the research questionnaire instrument valid and reliable. Statistical analysis of research data using path analysis with significance in accordance with the output of spss 22.0 Findings of this study indicate that there is a positive direct effect of leadership style, the principal emphaty, motivation toward school organizational culture. There is a direct positive leadership style of emphaty and motivation principals.
BUDAYA ORGANISASI, INSENTIF, KEPUASAN KERJA, DAN KINERJA KARYAWAN PADA PT AVRIST ASSURANCE Iha Haryani Hatta; Widarto Rachbini
Jurnal Manajemen Vol. 19 No. 1 (2015): February 2015
Publisher : Fakultas Ekonomi dan Bisnis, Universitas Tarumanagara

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24912/jm.v19i1.106

Abstract

Tujuan penelitian ini adalah untuk mengetahui pengaruh budaya organisasi dan insentif terhadap kepuasan kerja dan kinerja karyawan. Penelitian dilakukan di PT Avrist Assurance, dengan menggunakan 211 karyawan sebagai responden.Teknik pengambilan sampel dalam penelitian ini dilakukan secara acak sederhana. Analisis dilakukan dengan Structural Equation Model (SEM) menggunakan Lisrel 8.5. Hasil penelitian menemukan adanya pengaruh yang signifikan antarabudaya organisasi dan insentif terhadap kepuasan kerja dan kinerja karyawan, serta pengaruh yang signifikan antarakepuasan kerja terhadap kinerja karyawan. Pengaruh total budaya organisasi terhadap kepuasan kerja dan kinerja karyawan lebih dominan daripada pengaruh total insentif terhadap kepuasan kerja dankinerja karyawan.The purpose of this study was to determine the effect of organizational culture and incentive on job satisfaction and employees’ performance. The study was conducted in PT Avrist Assurance, using 211 employees as respondents. The sampling technique in this research is simple random. The analysis was performed with Structural Equation Model (SEM) using Lisrel 8.5. The study found that organizational culture and incentives significantly affect job satisfaction and employees’ performance. Moreover, job satisfaction significantly affect employees’ performance. The total effect of organizational culture on Job Satisfaction and employee performance is more dominant than the total effect of incentives on Job Satisfaction and employee performance.
STRATEGI PENGEMBANGAN PT XYZ DALAM AGRIBISNIS TEH HIJAU Harris Darmawan; Arief Daryanto; Sukardi Sukardi
Jurnal Manajemen Vol. 19 No. 1 (2015): February 2015
Publisher : Fakultas Ekonomi dan Bisnis, Universitas Tarumanagara

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24912/jm.v19i1.107

Abstract

Pertumbuhan permintaan teh di Indonesia terus meningkat, sedangkan produksi nasional tidak mencukupi. Oleh karena itu, impor terus meningkat sejak Asean Free Trade Agreement (AFTA) diberlakukan dengan 0% tarif impor. Murahnya teh impor menyebabkan produsen dalam negeri harus meningkatkan daya saing mereka, termasuk PT. XYZ sebagai salah satu produsen teh hijau terbesar di Indonesia. Penelitian ini bertujuan untuk: (1) mengevaluasi faktor lingkungan internal dan eksternal yang berpengaruh terhadap pengembangan rantai nilai PT XYZ; (2) merumuskan alternatif strategi yang dapat meningkatkan efisiensi produksi serta efektifitas rantai nilai PT XYZ; (3) menentukan prioritas strategi yang dapat diimplementasikan oleh PT XYZ untuk pengembangan rantai nilai teh. Metode penelitian yang digunakan adalah menggunakan observasi, wawancara dan kuesioner untuk menganalisis rantai nilai perusahaan, analisis industry internal dan eksternal, analisis SWOT, analisis AHP-SWOT untuk prioritas strategi dan implikasi manajerial. Hasil penelitian menunjukkan prioritas strategi adalah sebagai berikut: (1) peningkatan kapasitas produksi teh hijau; (2) pengembangan kerjasama perusahaan; (3) pengembangan produksi; (4) pengembangan produk dan pemasaran; (5) peningkatan standar operasional; (6) peningkatan publikasi usaha.The growth of tea demand in Indonesia increased, while the national production was not sufficient. Therefore, import is increasing since Asean Free Trade Agreement (AFTA) enforced with 0% tariff import. The cheapness of imported tea causing domestic producers must increase their competitiveness, including XYZ Company as the biggest green tea producers in Indonesia. The objectives of this study are to: (1) to evaluate the internal and external environmental condition that affect value chain development of XYZ Co.; (2) to formulate alternative strategy for improve production efficiency and value chain effectiveness of XYZ Co.; (3) to determine priority strategy which can be implemented by XYZ Co., for value chain of tea development. The method of the study used was by using observation, in depth interviews and questionnaires to analyze company’s value chain, internal and external industry analysis, SWOT analysis, AHP-SWOT for priority strategic and implication managerial. The result of the study showed that the priority strategy were as follow: (1) enhancement capacity production of green tea; (2) build strategically partnerships; (3) production development; (4) product and marketing development; (5) enhancement operational standard; (6) enhancement publication of business.
PENGARUH KECERDASAN EMOSIONAL, MOTIVASI KERJA, DAN SIKAP KERJA TERHADAP KINERJA KARYAWAN PADA PT ITHACA RESOURCES Mochammad Subagio
Jurnal Manajemen Vol. 19 No. 1 (2015): February 2015
Publisher : Fakultas Ekonomi dan Bisnis, Universitas Tarumanagara

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24912/jm.v19i1.108

Abstract

Tujuan dari penelitian ini adalah untuk mempelajari pengaruh kecerdasan emosional, sikap kerja, motivasi kerja pada karyawan kinerja. Penelitian ini dilakukan di Ithaca Resources Company Jakarta. Itu menggunakan metode studi kausal. Sampel penelitian ini adalah 90 personel dari Ithaca Resources Perusahaan yang dipilih secara acak. Temuan penelitian ini adalah: (1) ada pengaruh langsung kecerdasan emosional terhadap sikap kerja (2) ada pengaruh langsung motivasi kerja terhadap sikap kerja (3) ada pengaruh langsung kecerdasan emosional pada karyawan kinerja; (4) ada pengaruh langsung motivasi kerja pada karyawan kinerja; (5) ada pengaruh langsung dari sikap kerja terhadap karyawan kinerja; Berdasarkan temuan ini, dapat disimpulkan bahwa karyawan kinerja dipengaruhi oleh kecerdasan emosional, motivasi kerja dan sikap kerja. Dan kecerdasan emosional adalah yang paling dominan yang berpengaruh karyawan kinerja. Pada kata lain, efek kecerdasan emosional tinggi lebih langsung pada karyawan kinerja Oleh karena itu, kecerdasan emosional, motivasi kerja dan sikap kerja yang harus dipertimbangkan dalam menentukan karyawan kinerja di resouces ithaca perusahaan Jakarta.The obyective of this research is to study the effect of emotional intelligence, job attitudes, work motivation on performance employee. The research was conducted at the Ithaca Resources Company Jakarta. It was using causal study method. The samples of this research were 90 personel of the Ithaca Resources Company that selected randomly. The research findings are: (1) there is a direct effect of emotional intelligence on job attitudes (2) there is a direct effect of work motivation on job attitudes (3) there is a direct effect of emotional intelligence on performance employee; (4) there is a direct effect of work motivation on performance employee; (5) there is a direct effect of job attitudes on performance employee; Based on these findings, it could be concluded that performance employee is affected by emotional intelligence, work motivation and job attitudes. And the emotional intelligence is the most dominant that effect the performance employee. On the other word, the higher emotional intelligence effects more directly on the performance employee Therefore, the emotional intelligence, work motivation and job attitudes should be taken into consideration in determining performance employee at ithaca resouces company of jakarta
HUBUNGAN KOMPETENSI DAN LINGKUNGAN KERJA DENGAN KINERJA PEGAWAI DINAS PEMUDA DAN OLAH RAGA DI KOTA GORONTALO Abdul Rahmat
Jurnal Manajemen Vol. 19 No. 1 (2015): February 2015
Publisher : Fakultas Ekonomi dan Bisnis, Universitas Tarumanagara

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24912/jm.v19i1.109

Abstract

Tujuan penelitian ini untuk mendeskripsikan hubungan kompetensi kompetensi dan lingkungan kerja dengan kinerja pegawai Dinas Pemuda dan Olah Raga di Kota Gorontalo. Desain penelitian ini adalah survei, untuk menguji hipotesis penelitian serta melakukan interpretasi mengenai hubungan variabel bebas dengan variabel terikat. Populasi dan sample dalam penelitian ini adalah keseluruhan pegawai Dinas Pemuda dan Olah Raga Kota Gorontalo sebanyak 47 orang. Instrumen utamanya adalah angket. Hasil penelitian menunjukkan hubungan kompetensi dengan kinerja pegawai tergolong pada katagori sangat signifikan; hubungan lingkungan kerja dengan kinerja pegawai dikatagorikan tingkat hubungan lingkungan kerja dengan kinerja pegawai dikatagorikan signifikan; hubungan kompetensi (X1) dan lingkungan kerja (X2) secara bersama-sama dengan kinerja pegawai (Y) dapat dikatagorikan tingkat hubungan Kompetensi dan Lingkungan Kerja secara bersama-sama dengan Kinerja Pegawai dikatagorikan sangat signifikan.The purpose of this study to describe the relationship of competence and work environment with employee performance Department of Youth and Sports in the city of Gorontalo. This is a survey research design, to test the hypothesis of the study and interpretation of the relationship of independent variables with the dependent variable. Population and sample in this study was overall employee in the Department of Youth and Sports Gorontalo 47 people. The main instrument was a questionnaire. The results showed: the relationship competence with employee performance belong to the category of very significant; relationship work environment with employee performance level categorized workplace relationships with significant categorized employee performance; relationship competence (X1) and work environment (X2) together with employee performance (Y) level relations Competence and Working Environment together with the very significant categorized Employee Performance.
ANALISIS VARIABEL MAKROEKONOMI TERHADAP KINERJA REKSADANA CAMPURAN Augustina Kurniasih; Leonardo David Yuliandy Johannes
Jurnal Manajemen Vol. 19 No. 1 (2015): February 2015
Publisher : Fakultas Ekonomi dan Bisnis, Universitas Tarumanagara

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24912/jm.v19i1.110

Abstract

Saat ini semakin banyak tersedia pilihan instrumen investasi. Salah satu instrumen investasi adalah reksadana. Kondisi makroekonomi Indonesia mempengaruhi kinerja investasi, termasuk investasi reksadana. Salah satu jenis reksadana adalah reksadana campuran. Penelitian ini bertujuan menguji dan menganalisis pengaruh return IHSG, return Kurs USD, return JIBOR Interest Rate dan return Obligasi Pemerintah Indonesia terhadap kinerja reksadana campuran. Periode penelitian adalah selama satu tahun (2012), menggunakan data harian. Total reksadana campuran di BEI berjumlah 120, yang memenuhi kriteria menjadi sampel sebanyak 86. Metode yang digunakan untuk menjawab permasalahan penelitian adalah regresi linier berganda. Ditemukan bahwa faktor makroekonomi yang berpengaruh signifikan terhadap return reksadana campuran adalah return IHSG dan Suku Bunga JIBOR.Nowadays investment instruments are growing. One of the investment instruments is mutual fund. Indonesian macroeconomic conditions affected the performance of investments, including on mutual funds. One type of mutual fund is balance mutual funds. This study aims to examine and analyze the effect of stock index returns, return of USD exchange rate, return of JIBOR Interest Rate, and return of government bonds of Indonesia to the performance of balance mutual funds. Observation period is one year (2012), using daily data. Total balance mutual funds in IDX are 120, which meets the criteria of the sample were 86. Method used to answer the research problem is multiple linear regressions. It found that macroeconomic factors that significantly influence the performance of balance mutual funds are returns JCI and JIBOR interest rate return.
PENGARUH EPS, PER, KEBIJAKAN DIVIDEN, FIRM SIZE (SIZE), DAN BOOK VALUE (BV) TERHADAP HARGA SAHAM PERUSAHAAN PADA INDEKS LQ45 TAHUN 2009-2012 Suherman Suherman; Estu Setiyoaji; Gatot Nazir Ahmad
Jurnal Manajemen Vol. 19 No. 2 (2015): June 2015
Publisher : Fakultas Ekonomi dan Bisnis, Universitas Tarumanagara

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24912/jm.v19i2.120

Abstract

Tujuan penelitian ini untuk mengetahui pengaruh Earning Per Share (EPS), Price Earning Ratio (PER), Kebijakan Dividen, Ukuran Perusahaan (SIZE), dan Nilai Buku (BV) pada harga saham dengan parsial dan simultan. Kebijakan dividen yang diukur dengan Dividend Per Share (DPS). Dan ukuran perusahaan diukur dengan penjualan perusahaan. Model dalam penelitian ini menggunakan analisis data panel. Sampel yang yang digunakan 51 perusahaan yang terdaftar di Indeks LQ-45 2007-2010 yang dipilih dengan metode purposive sampling. Hasil empiris menunjukkan bahwa sebagian Earning Per Share (EPS), Price Earning Ratio (PER), dan Nilai Buku (BV) berpengaruh signifikan positif terhadap harga saham. Selanjutnya, kebijakan dividen dan ukuran perusahaan tidak memiliki pengaruh yang signifikan positif terhadap harga saham. Selain itu hasilnya secara bersamaan menunjukkan bahwa Earning Per Share (EPS), Price Earning Ratio (PER), Kebijakan Dividen, Perusahaan Ukuran (SIZE), dan Nilai Buku (BV) memiliki pengaruh yang signifikan terhadap harga saham.The purpose of this study is to know the effect of Earning Per Share (EPS), Price Earning Ratio (PER), Dividend Policy, Firms Size (SIZE), and Book Value (BV) on stock price with partially and simultaneously. Dividend policy is measured by Dividend Per Share (DPS). And firm size is measured by sales company. The research model in this study used panel data analysis. The samples are 51 firms listed on Index LQ-45 in 2007- 2010 selected by purposive sampling method. The empirical results partially show that Earning Per Share (EPS), Price Earning Ratio (PER), and Book Value (BV) have positive significant effect on stock price. Further, dividend policy and firm size do not have positive significant effect on stock price. Beside that the result simultaneously showed that Earning Per Share (EPS), Price Earning Ratio (PER), Dividend Policy, Firms Size (SIZE), and Book Value (BV) have significant effect on stock price.
HUBUNGAN ANTARA ORIENTASI STRATEGIS DAN KEMAMPUAN INOVASI BERBASIS LAYANAN STUDI PADA UMKM KREATIF DI INDONESIA Dwitya Aribawa
Jurnal Manajemen Vol. 19 No. 2 (2015): June 2015
Publisher : Fakultas Ekonomi dan Bisnis, Universitas Tarumanagara

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24912/jm.v19i2.121

Abstract

Industri kreatif menjadi competitive advantage tersendiri bagi Indonesia yang memiliki potensi berlimpah pada intellectual capital yang tersebar di seluruh pulau untuk memunculkan model bisnis yang inovatif dan membuka lapangan kerja baru. Sasaran dari penelitian ini adalah untuk mengidentifikasi dan menganalisis hubunga antara orientasi strategis (dimana pada penelitian ini terdiri dari orientasi pelanggan, orientasi pesaing dan orientasi biaya) dengan kemampuan inovasi berbasis layanan. Unit penelitian ini adalah usaha mikro, kecil dan menengah (UMKM) yang beroperasi pada salah satu dari sub-sektor industri kreatif dan terletak di Bandung, Denpsar, Jakarta atau Yogyakarta. Dengan analisis kuantitatif, penelitian ini melihat hubungan antara variabel independen dan dependen melalui tes hipotesis menggunakan metode ordinary least square. Metode pertanyaan terbuka digunakan untuk melihat pola pengembangan bisnis kreatif responden. Hasil dari penelitian ini menemukan bahwa orientasi pelanggan dan orientasi biaya memiliki hubungan positif terhadap kemampuan inovasi berdasarkan jasa. Sedangkan, orientasi pesaing tidak memiliki hubungan yang siginifikan terhadap kemampuan inovasi berbasis layanan. Dari penelitian ini, dapat disimpulkan bahwa pelaku usaha (dalam hal ini UMKM) memiliki fokus pada konsumen dan efisiensi biaya yang pada akhirnya akan membentuk budaya inovasi yang sesuai dengan lingkungan bisnis mereka.Creative industry is becoming competitive advantages to Indonesia. It has huge potency of intellectual capital around islands. Creative business aim to creating innovative business model and open absorb labor force. The objective of this study is to examine and analyze the relationships between strategic orientation (in this research consist of three dimensions; customer orientation, competitor orientation and cost orientation)and service innovation capability. Object of this study was Micro, Small and Medium Enterprises (MSMEs) that operates in one of creative subsector industry and located at in Bandung, Denpasar, Jakarta or Yogyakarta. By using quantitative analysis, this study analyzed the relationship between independent and dependent variables through testing hypotheses using ordinary least square method. Open question method also used to show the pattern of creative business development from owners point of viewt. The result of this study found customer orientation and cost orientation positively related to service innovation capability. While, competitor orientation shows not have significant relationship to service innovation capability. From this research can be conclude that creative business (MSMEs) has focus on deserve customers interest. Besides, at the same time they create efficiency in cost. Mix of both orientations in the end will creating innovation culture that fit to their business environment.
PENGARUH SERVICE FAIRNESS, EMPATHY DAN PHYSICAL ENVIRONMENT TERHADAP CUSTOMER SATISFACTION DAN CUSTOMER LOYALTY Evelina Larisa Sidharta; Keni Keni
Jurnal Manajemen Vol. 19 No. 2 (2015): June 2015
Publisher : Fakultas Ekonomi dan Bisnis, Universitas Tarumanagara

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24912/jm.v19i2.122

Abstract

: Tujuan penelitian: (a) untuk mengetahui pengaruh service fairness, empathy dan physical environment terhadap customer loyalty; (b) untuk mengetahui pengaruh service fairness, empathy dan physical environment terhadap customer satisfaction; (c) untuk mengetahui pengaruh customer satisfaction dan customer loyalty; (d) untuk mengetahui pengaruh customer satisfaction dalam memediasi service fairness, empathy dan physical environment terhadap customer loyalty. Populasi dalam penelitian ini adalah seluruh pelanggan salah satu kedai kopi di Jakarta. Sampel diperoleh dari pelanggan salah satu kedai kopi di Jakarta Barat. Metode pengambilan sampel dalam penelitian ini adalah teknik purposive dengan jumlah 250 responden.Teknik analisis data menggunakan analisis regresi dan analisis jalur. Hasil penelitian: (a) service fairness, empathy dan physical environment mempunyai pengaruh yang positif terhadap customer loyalty; (b) service fairness, empathy dan physical environment mempunyai pengaruh yang positif terhadap customer satisfaction; (c) customer satisfaction mempunyai pengaruh positif terhadap customer loyalty; (d) customer satisfaction dapat memediasi pengaruh antara service fairness, empathy dan physical environment terhadap customer loyalty.The purposes of this study are: First, to explore the effect among service fairness, empathy and physical environment on customer loyalty. Second, to explore the effect among service fairness, empathy and physical environment on satisfaction. Third, to explore the effect of customer satisfaction on customer loyalty. Fourth, to find out if customer satisfaction is able to mediate service fairness, empathy and physical environment toward customer loyalty.The population of this research are all customers from one of the coffee shopsin Jakarta.The samples are collected from one of coffee shops customers in West Jakarta. The method of data collection is purposive sampling with250 respondents. The technique of data analysis used in this study was regression analysis and mediating test to examine the hypotheses. The results are: (a) the relationship between service fairness, empathy and physical environment have a significant and positive effect toward customer loyalty; (b) the relationship between service fairness, empathy and physical environment have a significant and positive effect toward customer satisfaction; (c) customer satisfaction has a positive effect on customer loyalty; (d) customer satisfaction will mediate the effect between service fairness, empathy and physical environment on customer loyalty

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