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<![CDATA[PENGARUH KEPUASAN KERJA TERHADAP KOMITMEN ORGANISASI DAN TURNOVER INTENTION ]]>
<![CDATA[Agi Syarif Hidayat]]>
<![CDATA[ Jurnal Manajemen dan Pemasaran Jasa Vol. 11 No. 1 (2018): Maret ]]>
Publisher : <![CDATA[Lembaga Penerbit Fakultas Ekonomi dan Bisnis ]]>
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DOI: 10.25105/jmpj.v11i1.2516
<![CDATA[The high level of employee turnover in the marketing department at PT. Toyamilindo indicates low organizational commitment and high turnover intention. The purpose of this study is to determine the effect of job satisfaction on organizational commitment and turnover intention. Quantitative methods are used in this study. Population is the employees of marketing department at PT. Toyamilindo with 50 people. Sampling technique used is sampling saturated with the number of samples of 50 people. Data collection technique uses questionnaires and regression analysis. Finding on the research results shows that there are positive and significant influence of job satisfaction on organizational commitment and negative and significant influence of job satisfaction on turnover intention, and also the influence of organizational commitment on work satisfaction to turnover intention. The managerial implications of corporate leaders must improve employee work satisfaction, especially in terms of salary.]]>
<![CDATA[IMPLIKASI HUMOR DAN PERAN LAYANAN KARYAWAN GARIS DEPAN TERHADAP KEPUASAN PELANGGAN ]]>
<![CDATA[Widya Mulyati]]>;
<![CDATA[Robert Kristaung]]>
<![CDATA[ Jurnal Manajemen dan Pemasaran Jasa Vol. 10 No. 2 (2017): September ]]>
Publisher : <![CDATA[Lembaga Penerbit Fakultas Ekonomi dan Bisnis ]]>
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DOI: 10.25105/jmpj.v10i2.2524
<![CDATA[This study aims to examine the implications of humor and the role of front-line employee services to customer satisfaction. The effect of front-line service employees calculates the factor of service encounters. The service encounter factor becomes one of the decisive factors in the service industry, especially the banking industry, especially in the era of digitization as the interaction between employees and customers is still needed. The research design used is hypothesis testing between humour, front-line service employees, to customer satisfaction by service encounter. The sample of this research is supported by 150 workers consisting of teller, customer service, and head teller/customer service department who participate as the respondent in this research. This research uses SEM analysis. The result of this research supports the hypothesis that humor positively effects frontline service employees and front -line service employees affect the service encounter. This research fails to prove that service encounter has a significantly direct effect on customer satisfaction. Therefore, the implication of service encounter is still a crucial point for the banking industry in achieving customer satisfaction.]]>
<![CDATA[EFEK INSIVILITAS PELANGGAN, PENYELIA DAN KARYAWAN TERHADAP EXHAUSTION EMOSIONAL ]]>
<![CDATA[Tiarapuspa Tiarapuspa]]>;
<![CDATA[Gita Novia Riani]]>
<![CDATA[ Jurnal Manajemen dan Pemasaran Jasa Vol. 11 No. 1 (2018): Maret ]]>
Publisher : <![CDATA[Lembaga Penerbit Fakultas Ekonomi dan Bisnis ]]>
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DOI: 10.25105/jmpj.v11i1.2528
<![CDATA[This research aims to analyze the workplace incivility that is caused by customer, supervisor, and coworker and how it effects their emotional exhaustion. The object of this sample is frontline employees of casual restaurants in Jakarta. To test the hypotheses, this study distributes 170 survey questionners. Among these, 21 questionners were excluded because of incomplete responses. A total 149 survey questioners were analyzed by using the method of Structural Equation Model (SEM). The result shows that only coworker incivility significantly increases the frontline employees’ emotional exhaustion. Further research can take another sample from different service industry.]]>
<![CDATA[ANTESEDEN DAN KONSEKUENSI DARI RAPPORT ]]>
<![CDATA[Freddy Irawan]]>;
<![CDATA[Ovy Noviati Nuraini Magetsari]]>
<![CDATA[ Jurnal Manajemen dan Pemasaran Jasa Vol. 11 No. 1 (2018): Maret ]]>
Publisher : <![CDATA[Lembaga Penerbit Fakultas Ekonomi dan Bisnis ]]>
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DOI: 10.25105/jmpj.v11i1.2536
<![CDATA[As a main factor in rapport and satisfaction, commitment has been given much attention. The primary data was gathered by online questionnaires and collected from 204 respondents who are being customers of Bank BNI in Jakarta. This research used hypothesis testing as a research design. The cross-sectional data and purposive sampling are used as the sampling method. Data were analyzed by using Structural Equation Method (SEM). Finding and contribution in this research showed that all of commitment have positive effects towards rapport and satisfaction. Rapport has positive and significant effect to satisfaction. Implications and suggestions for future research are discussed.]]>
<![CDATA[PERAN MEDIASI E-SATISFACTION DAN E-TRUST TERHADAP E-LOYALTY ]]>
<![CDATA[Rayi Retno Dwi Asih]]>;
<![CDATA[Luki Adiati Pratomo]]>
<![CDATA[ Jurnal Manajemen dan Pemasaran Jasa Vol. 11 No. 1 (2018): Maret ]]>
Publisher : <![CDATA[Lembaga Penerbit Fakultas Ekonomi dan Bisnis ]]>
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DOI: 10.25105/jmpj.v11i1.2537
<![CDATA[As the number of female customers shopping in online clothing stores increases, understanding how female customers’ e-loyalty is formed and fostered in this type of online store becomes very important. The purpose of this paper is to focus on female online clothing shoppers and to examine the mediating of e-loyalty in the context of online clothing stores: e-satisfaction and e-trust. The number of respondents is 196 persons who have online clothing shopping experience in Jakarta. The structural equation modeling was performed to analyze the measurement and structural models. The results show that both Online Satisfaction and Online Security are positively associated with e-trust, whereas web design is not. Furthermore, Online Satisfaction turns positively influence e-loyalty for female online clothing shoppers.]]>
<![CDATA[ANTESEDEN CUSTOMER LOYALTY ]]>
<![CDATA[Rury Febria Alber]]>
<![CDATA[ Jurnal Manajemen dan Pemasaran Jasa Vol. 10 No. 2 (2017): September ]]>
Publisher : <![CDATA[Lembaga Penerbit Fakultas Ekonomi dan Bisnis ]]>
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DOI: 10.25105/jmpj.v10i2.2542
<![CDATA[The purpose of this research is to test and analyze empirically the influence of service quality, customer satisfaction, and trust to loyalty of internet banking users. Researcher choose 280 respondents as the sample of this research, using purposive sampling. The statistical methods used to test the hypothesis are simple linear regression and Structural Equation Model with Partial Least Square (PLS). The result of this research shows that service quality, customer satisfaction, and trust affected loyalty of internet banking users. Based on the results of research that has been done, there are some managerial implications as follows: 1) display on internet banking making easier to understand, 2) service innovation provided by internet banking, 3) improved security system on internet banking and 4) cheaper transactions using internet banking.]]>
<![CDATA[ANTESEDEN PERCEIVED RISK PADA PURCHASE INTENTION ]]>
<![CDATA[Dewi Sri Rejeki]]>
<![CDATA[ Jurnal Manajemen dan Pemasaran Jasa Vol. 11 No. 1 (2018): Maret ]]>
Publisher : <![CDATA[Lembaga Penerbit Fakultas Ekonomi dan Bisnis ]]>
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DOI: 10.25105/jmpj.v11i1.2570
<![CDATA[The purpose of this study is to determine the influence of perceived risk to purchase intention private label products in Indonesia modern market. This study used primary data sources obtained directly by distributing questionnaires using purposive sampling techniques, gathered 200 respondents with minimum criteria of period at least 18 years while maximum of period is > 61 years and have bought private label products. The dependent variable in this study is purchase intention, while independent variables are considered functional risk, perceived financial risk, physical risk, and perception of psychological risk. Data analysis use Structural Equation Modeling (SEM). The results indicate that there was a negative effect on financial risk, the perceived physical risk to buy an interest in functional perception, the psychological risk has no effect on purchase intention on private label product. The implications for the manager is to increase consumer buying intentions by taking into account factors such as perceptions of financial risk and perceptions of physical risk.]]>
<![CDATA[KEPEMIMPINAN TRANSFORMASIONAL PADA ORGANIZATIONAL CITIZENSHIP BEHAVIOR DAN KOMITMEN AFEKTIF ]]>
<![CDATA[Heru Kurnianto Tjahjono]]>;
<![CDATA[Fajar Prasetyo]]>;
<![CDATA[Majang Palupi]]>
<![CDATA[ Jurnal Manajemen dan Pemasaran Jasa Vol. 11 No. 2 (2018): September ]]>
Publisher : <![CDATA[Lembaga Penerbit Fakultas Ekonomi dan Bisnis ]]>
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DOI: 10.25105/jmpj.v11i2.2771
<![CDATA[The aims of this study are to explore a number of antecedents that affect the organizational citizenship behavior. The antecedent of organizational citizenship behavior is transformational leadership while affective commitment serves as a mediation variable. The respondents in this research are lecturers at private universities in Special Province of Yogyakarta Province. The number of samples used is 145 respondents by using purposive sampling. The analytical technique used in this study is Structural Equation Modeling (SEM). Based on the analysis, the influence of transformational leadership on the behavior of organizational citizenship is positively significant while transformational leadership to the affective commitment has significant positive effects, and the same also for affective commitment to behavior organizational citizenship which has a significant positive effect. The results of this study explain the phenomenon of organizational citizenship behavior among the lecturers which is increasingly demanding profession. The role of transformational leadership and affective commitment of lecturers are also becoming increasingly important.]]>
<![CDATA[FENOMENA PENGGUNAAN MEDIA SOSIAL DAN PENGARUH TEMAN SEBAYA PADA GENERASI MILENIAL TERHADAP KEPUTUSAN PEMBELIAN ]]>
<![CDATA[Wikan Wiridjati]]>;
<![CDATA[Renny Risqiani Roesman]]>
<![CDATA[ Jurnal Manajemen dan Pemasaran Jasa Vol. 11 No. 2 (2018): September ]]>
Publisher : <![CDATA[Lembaga Penerbit Fakultas Ekonomi dan Bisnis ]]>
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DOI: 10.25105/jmpj.v11i2.2950
<![CDATA[The purpose of this study is to expand research on purchasing decisions by millennial generation. For this purpose, this study empirically examines the influence of social media and peer influence directly on the purchase decision and indirectly through electronic word-of-mouth. The purposive sampling technique was used, the object of this research involves millennial generation with age criteria between 18 years to 35 years. The research is done by spreading questionnaires to 300 people with 75% respond rates. Structural equation modeling was used to examine the proposed model. Social media usage and peer influence have positive impact on purchase decision involvement and electronic word of mouth plays vital mediating role in this context. The result shows there is no significant effects from peer influence to the purchase decision, but there is significant effects from social media usage and electronic word of mouth. The most significant is coming from the electronic word of mouth. Engaging millennial generation consumers with social media campaigns and mobile technology development, such as Facebook ads, pages like ads, or ads on youtube can increase the value of purchasing decisions. Marketers need to pay attention to the mixed effects of using social media and eWOM.]]>
<![CDATA[THE EFFECTS OF WORK PASSION, WORK ENGAGEMENT AND JOB SATISFACTION ON TURN OVER INTENTION OF THE MILLENNIAL GENERATION ]]>
<![CDATA[Sylvia Diana Purba]]>;
<![CDATA[Andhie Novien Dwi Ananta]]>
<![CDATA[ Jurnal Manajemen dan Pemasaran Jasa Vol. 11 No. 2 (2018): September ]]>
Publisher : <![CDATA[Lembaga Penerbit Fakultas Ekonomi dan Bisnis ]]>
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DOI: 10.25105/jmpj.v11i2.2954
<![CDATA[The purpose of this research was to observe the effect of work passion of the millennial workforces in Belant Persada Ltd on its turnover intention through work engagement and job satisfaction. The sample is all of the millenial workforces in Belant Persada Ltd, which are58 employees. The data were collected through questionnaires and analyzed using Macro PROCESS by Hayes and Preacher through Statistical Package for the Social Sciences (SPSS). The results showed that work passion significantly affects work engagement and job satisfaction. While the work passion and work engagement are not direct and significant impact on the turnover intention. Furthermore, job satisfaction brings a significantly negative effect on turnover intention. This research failed to prove the existence of variable work engagement as a mediating variable. On the other hand, job satisfaction successfully serves as a mediating variable. It presents that work passion can determine turnover intention through increasing the job satisfaction.]]>
