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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 294 Documents

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The effect of customer experience and emotional value on the net promoter score: Middle-class millennial climber category Syafrida Hafni Sahir; Syafrizal Helmi Situmorang
Jurnal Manajemen dan Pemasaran Jasa Vol. 13 No. 2 (2020): September
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

This study investigates net promoter score changes due to the emotional value and experience of middle-class customers. A total of 150 respondents wereselected, while 96 brands were observedbased on the respondent's daily life needs, such as clothes, cafes, gadgets and travels, amongothers. Customers experience was measured by analyzing their interactions with the brands they use. The emotional value was measured by the positive or negative emotion score of each brand. The gap between brand Promoter and Detractor is the Net Promoter Score. Thisresearch shows a positive correlation between customer experience, emotional value, and net promoter score. Data were analyzed using the Multiple regression method.

A Study On Perceived Risk, Frugal Shopping and Perceived Enjoyment that Affect Customer Attitude To Accept Toy and Equipment Renting For Children Devanny Gumulya
Jurnal Manajemen dan Pemasaran Jasa Vol. 13 No. 1 (2020): Maret
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

The industrialisation and urbanisation have made goods affordable and quickly to obtain. These create hyper-consumption where we are used to buying more than we need, and so fast discarding the things that we buy. Access-based consumption is a trend that gains more popular in today society, in which consumer can have access to new and various items without having to own them. One of access-based consumption is renting, and this concept has been applied in many sectors such fashion, property and recently applied in items for children, as now more Millenials are living in limited space, so they really need to very critical in choosing which product to own. The study aims to research the relationship between perceived risk, frugal shopping, perceived enjoyment and attitude toward renting items for children. The online questionnaire was administered to 100 participants. The results showed that psychological risk affects attitude negatively, perceived enjoyment affect attitude positively, and frugal shopping affects perceived enjoyment and attitude positively. Marketing strategies are suggested for renting business owners by embracing the enjoyment feeling from renting as follows: promoting that by renting consumer’s house will less clutter with unwanted items; the benefit of getting new items regularly without having to buy; the benefit of playing and using items beyond their usual shopping budget; and that by renting the lifetime of one item is maximized.

The mediating effect of agility at relationship between market orientation and marketing performance Lutfi Nurcholis
Jurnal Manajemen dan Pemasaran Jasa Vol. 13 No. 1 (2020): Maret
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

Market orientation is a way for companies to focus on customers so that customers continue to buy company products. Agility is an important ability of a company to increase a sustainable competitive advantage. This study was conducted based on the decline in batik sales in Pekalongan and the existence of a research gap on the relationship between market orientation and marketing performance. This paper aims to test empirically the mediating effect of agility on the relationship between market orientation and marketing performance. Data were collected from 190 SMEs in Pekalongan. The result shows that market orientation significantly affects agility and marketing performance, and agility significantly affects marketing performance. Furthermore, agility mediates the correlation between market orientation and marketing performance. The Marketing performance of Batik SMEs can be improved by developing market orientation and agility simultaneously. The role of market orientation in improving marketing performance will be more effective if it is done indirectly through agility.

Post-service recovery emotion and customer trust: The role of satisfaction as mediation Resekiani Mas Bakar; Zhafran Fadhil Damara; Ahmad Yasser Mansyur
Jurnal Manajemen dan Pemasaran Jasa Vol. 13 No. 1 (2020): Maret
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

Service failure is inevitable, leading to the provision of a recovery method by companies to overcome customer mistrust, that creates certain emotions. This research, therefore, aims to examine the indirect effect of customer emotion on trust and service recovery mediated by satisfaction. Data were obtained from 104 participants that read the vignette on service failure and recovery. This study used the data analysis of Process Hayes to measure the role of mediation. The result showed that customer satisfaction moderated the indirect effect between emotion and trust after service failure. In addition, cognitive appraisal theory supports the interactional and procedural process used to provide positive judgment. The implication of this study is useful for companies to minimize the possibility of service failure and provide recovery in order to maintain customer trust.

The behavioral approaches of entrepreneurial characteristics in Madura Mohammad Arief
Jurnal Manajemen dan Pemasaran Jasa Vol. 13 No. 1 (2020): Maret
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

The number of Small and Medium Enterprises (SMEs) factually increased in recent years due to several factors such as the imbalance between demand and supply for the workplace. According to various literature study, entrepreneurs are related to the individuals' capacity and characteristics in exploiting market opportunities. The previous studies showed that entrepreneurs need to determine individual characteristics for proceeding with other strategies. Therefore, there are particular characteristics related to business activities that need to be possessed by prospective entrepreneurs. This research aims to reveal the entrepreneurship characteristics with a behavioral approach. Data were collected from 5 entrepreneurs in Bangkalan Regency using the purposive sampling technique. The result showed that entrepreneurial behaviors are either active or passive. In addition, the existence of competitors is not considered a threat to independence in developing business ideas.

The mediation relationship of customer satisfaction between service quality and repurchase intention on e-commerce in Indonesia Aida Sari; Dwi Asri Siti Ambarwati; Mudji Rachmat Ramelan
Jurnal Manajemen dan Pemasaran Jasa Vol. 13 No. 1 (2020): Maret
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

This research aims to determine the relationship between service qualities and repurchase intention with customer satisfaction as the mediator variable on e-commerce in Indonesia. Data were obtained from 162 respondents by using close and self-administered types of questions. The respondents independently filled the given questionnaires with the Likert scale and Structural Equation Model (SEM) was used for analysis. The findings show that customer satisfaction variable is a mediation of web service quality and repurchase intention on e-commerce in Indonesia.

Impact of shopping emotion towards impulse buying in e-commerce platform Fajar Destari; Ketut Indraningrat; Maulita Nanda Nilam Putri
Jurnal Manajemen dan Pemasaran Jasa Vol. 13 No. 1 (2020): Maret
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

This empirical research aims to examine the influence of discount programs, website quality, and online reviews directly and indirectly on the impact of shopping emotion towards impulse buying on the e-commerce website. Data were purposively obtained from a total population of 130 respondents and analyzed using a Structural Equation Model (SEM). The results showed a significant positive effect on discount Programs and Website Quality on impulse buying with shopping emotions as a mediating variable. Besides, the result also showed an insignificant impact on online reviews.

Integration of service quality, benchmarking and Ishikawa diagram in service operations Adrian Noor Prayudha; Budi Harsanto
Jurnal Manajemen dan Pemasaran Jasa Vol. 13 No. 2 (2020): September
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

This paper aims to explore the integration of Service Quality (SERVQUAL) and two specific Total Quality Management (TQM) techniques -benchmarking and Ishikawa diagram- to improve quality in the service industry, particularly in the hospitality industry. The survey was administered to respondents at one five-star hotel in Bandung City, Indonesia. Benchmarking was conducted to compare this hotel to two other hotels at similar levels and within geographical proximity. Ishikawa analysis was then performed to analyze potential causes. The results of the study identified eleven negative score attributes (out of twenty-one) from SERVQUAL, which was in line with the benchmarking results. The Ishikawa diagram showed the root causes of these attributes and helped with developing ideas for practical quality improvements in the future. Most studies in the hospitality industry have examined SERVQUAL and TQM separately. Our study contributes uniquely to the existing literature by providing insight into the combination of SERVQUAL and two TQM specific tools to improve quality operations in a hospitality setting.

The determinant of brand awareness: Lesson from Indonesia Levita Dianty; Rizal Hari Magnadi
Jurnal Manajemen dan Pemasaran Jasa Vol. 13 No. 2 (2020): September
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

This study analyzes the effect of advertising creativity, jingles and endorsers on brand awareness using Multiple Linear Regression Analysis on 150 respondents in Semarang. The results showed that advertising creativity, jingles and endorsers have a positive and significant influence on brand awareness. Advertising creativity is the strongest variable affecting brand awareness. Companies need to use this variable as the most important factor because it has positive impacts.

The mediator role of leader-member exchange in empirical test Abdul Haeba Ramli
Jurnal Manajemen dan Pemasaran Jasa Vol. 13 No. 1 (2020): Maret
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

The purpose of this research is to determine the effect of procedural justice and leader-member exchange on job satisfaction. This is a cross-sectional research with data collected from 100 employees of private sector services using a questionnaire and analyzed with the Likert scale. The result showed the following (1) procedural justice has positive and significant effect on leader-member exchange, (2) leader-member exchange has a positive effect on job satisfaction, (3 procedural justice has a positive and significant effect on job satisfaction, and (4) leader-member exchange mediates the effect of procedural justice on job satisfaction. Therefore, private companies are encouraged to strengthen systems and work procedures that are fair to employees with positive impacts. In conclusion, companies need to provide intensive training for Leaders and supervisors to increase the potential and abilities of employees, thereby making them more enthusiastic, enterprising, happy, and diligent in carrying out their duties.

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Home Page

OAI Link

Editorial Team

Contact

Reviewer

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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