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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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PENGARUH EVENT SERVICE QUALITY, EVENT COST DAN EVENT CONVIENIENCE TERHADAP EVENT VENUE SATISFACTION DI JAKARTA CONVENTION CENTRE Arif Zulkarnain
Jurnal Manajemen dan Pemasaran Jasa Vol. 7 No. 2 (2014): September
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

The purpose of this research was to show how value equity and its subdimentiosnof service quality, cost, and convenience drive customer satisfaction among visitors whoare attending events attending events at Jakarta Convention Centre.The design of this research applies a survey to interview the customers for testingthe hypothesis. Meanwhile the required data consist of four variables are event servicequality, event cost and event convenience as dependent variable and event venuesatisfaction as independent variable. The aggregate numbers of customer being respondentof the study are 117 customer.Data analysis used in this research was consists of Structural Equation Modellingby AMOS 6.0 as software. The result of this research concludes that perceived service fromthe visitor of Jakarta Convention Centre should be considered by the management becausein fact most of respondents show the low level of satisfaction from point service quality tounderstand the expected service to achieve event satisfaction.Keywords : event service quality, event cost, event convenience and event venue satisfaction

ANTESEDEN DARI KESETIAAN MEREK Iin Triyani; Robert Kristaung
Jurnal Manajemen dan Pemasaran Jasa Vol. 7 No. 2 (2014): September
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

Purpose of this research is to analyze the effects of service quality, price, purchase decision,perceived quality, design, and store environment on brand loyalty at Beauty Salon in JakartaTheoretical model that used in this study is the hypothetical testing method, that means toexamine is there the direct effect of service quality, price, purchase decision, perceived quality,design, and store environment on brand loyalty at Beauty Salon in Jakarta using the MultipleRegressions and ANOVA One Way Method.Result of this study states that: (1) There is the positive influence of service quality on brandloyalty; (2) There is the positive influence of price on brand loyalty;(3) There is the positive influence of purchase decision on brand loyalty; (4) There is the positiveinfluence of perceived quality on brand loyalty; (5)There is the positive influence of design onbrand loyalty; (6) There is the positive influence of salon environment on brand loyalty; and(7)There is difference of brand loyalty between mall beauty salon, housing beauty salon, andsettlement beauty salon.Managerial implications of this study is that management must consider many factors that caninfluence service quality, price, purchase decision, perceived quality, design, and salon storeenvironment on brand loyalty at beauty salon in Jakarta in efforts to build and enhance thebrand loyalty.Keywords : Service quality, price, purchase decision, perceived quality ,design, SaloonEnvironment, Brand Loyalty, Beauty Salon.

PENGARUH LINGKUNGAN TOKO DAN KECENDERUNGAN BERBELANJA TERHADAP PERILAKU PEMBELIAN IMPULS Mufti Rahmadi
Jurnal Manajemen dan Pemasaran Jasa Vol. 7 No. 2 (2014): September
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

This paper aims to explore the process by which four store environment (music, light,employee, and layout) and two individual characteristics (shopping enjoyment tendency(SET) and impulse buying tendency (IBT)) influence impulse buying behavior throughpositive and negative affect, and urge to buy impulsively.The use of these variablesbased on the results of previous studies. The data used in this study are primary data.The research data was obtained by distributing questionnaires to 100 respondents fromthe University of Trisakti. Samper retrieval techniques in this study using purposivesampling. Data analysis tool used is Structural Equation Model (SEM) with AMOS 6.0.Hypothesis testing results show that there are significant Stores environment perceptionof the Positive Affect. Then there is the influence of the Urge Store environtmentperception. And then there is a significant relationship between enjoyment Shoppingtendency towards Positive Affect. Then there is no significant influence of Negative Affecton Urge. Furthermore, a significant difference between the Positive Affect on Urge, anda significant difference between the Urge to Impulse buying. Expected in future studiescan increase the number of independent variables that also can affect Impulse buying.Keywords: Store Environment Tendency, Shopping Enjoyment Tendency, Negative Affect,Positive Affect, Urge, Impulse Buying.

PENGARUH HIGH PERFORMANCE WORK PRACTICE (HPWP) TERHADAP JOB PERFORMANCE PADA FRONTLINER BANK Monica Amani Ihdaryanti; Mutiara S. Panggabean
Jurnal Manajemen dan Pemasaran Jasa Vol. 7 No. 2 (2014): September
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

Generally High Performance Work Practice (HPWP) is a part of management human resources.The objectives of this research are getting and analyzing the effect of HPWPs with Job Satisfaction;HPWPs with Organizational Commitment; Job Satisfaction with Organizational Commitment;Job Satisfaction with Job Performance; and Organizational Commitment with Job Performance.The total of sample in this research is 100 respondents which are as Front liner BNI and Mandiri.The result of this research concluded that has effect between HPWPs with Job Satisfaction;there is no positive correlation between HPWPs with Organizational Commitment; there is positivecorrelation Job Satisfaction with Organizational Commitment; there is positive Job Satisfactionwith Job performance; there is positive correlation Organizational Commitment with JobPerformance.Keywords: HPWP, Job Performance, Frontliner Bank

FAKTOR-FAKTOR PENENTU STRUKTUR MODAL PERUSAHAAN NON KEUANGAN YANG TERDAFTAR DI BURSA EFEK INDONESIA Wulansari Dewi; Henny Setyo Lestari
Jurnal Manajemen dan Pemasaran Jasa Vol. 7 No. 2 (2014): September
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

This research discusses whether there are effect of capital structure on leverage. Independentvariable consist of firm size, firm growth, tangibility of assets, profitability, and risk. Dependentvariable divided into 3 indicators such as total debt ratio, long term debt ratio, and short termdebt ratio. The study consisted of 164 nonfinancial industries, which was obtained from officialwebsite of Indonesia Stock Exchange (http://www.idx.co.id). The sampling method used in thisstudy was purposive sampling and data analysis method used for hypothesis testing is linearregression analysis. The results of hypothesis testing showed that there is influence betweencapital structure on total debt ratio and short term debt ratio. But not too significantly to longterm debt ratio. The contribution of this study hopefully can help managers and investors aliketo make a right decision in nonfinancial industry in Indonesia.Keywords: capital structure, growth, long term debt ratio, risk, ROA, short term debtratio, size,tangibility of assets, total debt ratio.

PENGARUH PERCEIVED JUSTICE TERHADAP WORD OF MOUTH, TRUST DAN REVISIT INTENTION YANG DIMEDIASI OLEH RECOVERY SATISFACTION Sembodo Herry C
Jurnal Manajemen dan Pemasaran Jasa Vol. 1 No. 1 (2008): Maret
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

The purpose: of this study is to assess the relative influences of distributive (DJ), procedural (PJ), and interactional (Li) justice on customer satisfaction on service recovery and to examine the relationship between recovery satisfaction and subsequent customer relationships: trust, word-of-riwuth (WOM), and revisit intention.Methodology: On-site surveys were administered to collect data from insurance customer who bought, and experienced a service failure.Findings: The effect of DJ on satisfaction with service recovery was stronger than those of PJ and IL Since DJ, PJ, and II have significant effects on trust, WOM, and revisit intention through recovery satisfaction, recovery satisfaction was found to be an important mediating variable. In addition, the mediational role of trust between recovery satisfaction and WOM/revisit intention is substantial. Thus, in a case where strong trust is formed between the service provider and the customer, a long-term relationship can be expectedKeyword : Service failure, Service recovery, Complaint handling, Perceived justice, Trust, Revisit Intention, Word of Mouth

PENGARUH CITRA, KUALITAS PELAYANAN, DAN KEPUASAN TERHADAP LOYALITAS NASABAH BANK Julia Hadisurya
Jurnal Manajemen dan Pemasaran Jasa Vol. 1 No. 2 (2008): September
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

Regarding the growth of banking industry in Indonesia. As we all know, after the economic crisis in 1998 many banks bankrupt and the economic growth after that is not enough significant to return to the bank years in 1990-1995.The objective: How the customer reaction regarding the effort bank to maintain them such as prize, service quality, facility and others.Research design: This research applies non specific bank's customers. The questioner distributed to various places to get various opinion from customers. Data analysis uses in this research was using statistic LISREL 8.7 program. This program tested the customer option toward the hypotheses. The results: Image, services quality and satisfaction give direct impact to the customer loyalty. The bank should carefully take these three factors if they would like to maintain their customer.Keywords: Images, Service Quality, Satisfaction, Loyality.

EFEK MANAGEMENT COMMITMENT TERHADAP SERVICE ON EMPLOYEE SERVICE BEHAVIORS : PERANAN MEDIASI DARI JOB SATISFACTION Nina Agustina; Diangtyas Diangtyas
Jurnal Manajemen dan Pemasaran Jasa Vol. 2 No. 2 (2009): September
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

The purpose of this paper is to examine the impact of management commitment to service on employee service behaviors and to develop and test a conceptual model of the antecedents and consequences of job satisfaction in the hospitality industry.The conceptual framework consists of the following constructs: management support, reward, empowerment, training, job satisfaction, extra role customer service behavior and cooperation. Moreover, six hypotheses were developed and tested. Instrument test of validity and reliability used to test the validity of the measures, while multiple regression was used in hypotheses testing. Data were collected from 110 respondent who are working at Sekolah Dian Harapan Daan Mogot, Jakarta Barat.Strong support was found for 1 of the 6 hypotheses. Findings reveal that management support has positive effects on job satisfaction. It is shown that reward, empowerment, training are not related to job satisfaction. Moreover, it is demonstrated that the two dimensions of service behavior— extra-role customer service behaviors and cooperation also are not related to job satisfaction. Importantly, it is found that job satisfaction can be created from employee service behavior as the school is applying the management support to the employees.Keywords: management commitment; management support; employee job satisfaction; service behaviors

PENGARUH KEPUASAN KERJA TERHADAP PRODUKTIVITAS KERJA PEGAWAI BANK SYARIAH X KANTOR WILAYAH II Deden Misbahudin Muayyad; Ade Irma Oktafia Gawi
Jurnal Manajemen dan Pemasaran Jasa Vol. 9 No. 1 (2016): Maret
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

The title of this study is the effect of job satisfaction on employee productivity Islamic Bank X regional office II. The purpose of this study was to determine the average job satisfaction and employee productivity Isalmic Bank X regional office II; to determine whether there is influence of job satisfaction on employee productivity; and the extent of their influence. The research design used is a combination of descriptive and causal by the number of respondents as many as 35 people. Results of this study was the average level of employee satisfaction at Bank Syariah X Regional Office II is quite satisfied, while the average level of productivity of employees included in the category productive. Then there is no significant effect of job satisfaction on employee productivity with regression equation Y = 66.788 + 0,357X. The magnitude of the effect of job satisfaction on employee productivity is at 7.5%, while the remaining 92.5% is influenced by other variables not included in this model.

PENGARUH BRAND CREDIBILITY TERHADAP INFORMATION EFFICIENCY DAN RISK REDUCTION, SERTA DAMPAKNYA ATAS REPURCHASE INTENTION Aekram Faisal
Jurnal Manajemen dan Pemasaran Jasa Vol. 8 No. 1 (2015): Maret
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

This research conducted to know the influence of Brand Credibility to Information efficiency andRisk reduction, also the influence of Information efficiency and Risk reduction to Repurchaseintention. This research aimed to know the influence of Brand Credibility to Repurchase intentionthat mediated by Information efficiency and Risk reduction. The methodology of this research istesting hypothesis research. The sample collecting by questionnaire of 150 respondents fromStarbucks Coffee who visit Starbucks Coffee minimum 2 times in the last 2 months. The samplecollection tchenique used in this research is purposive sampling. The analysis tool is structuralequation model (SEM). The result of this research showed there is an influence of brand credibilityto information efficiency, also found the influence of brand credibility to risk reduction, theinfluence information efficiency to repurchase intention, and influence risk reduction to repurchaseintention. This research conducted in the limited field, that is Starbuck Coffee in West Jakarta areaonly and this research do not put others variables such as related variable to Brand credibility. Theimplication of this reseach is manager able to apply marketing strategy to improve repurchaseintention. This research able to be as reference for marketing to apply the strategy to improvetheir selling.Keywords: Brand Credibility, Information efficiency, Risk reduction, Repurchase intention

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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