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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 DARI IDENTITY TERHADAP BRAND VALUE, SATISFCATION, TRUST AND BRAND LOYALTY Rahmania Asmoningsih
Jurnal Manajemen dan Pemasaran Jasa Vol. 8 No. 2 (2015): September
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

The purpose of this study was to analyze the influence of brand identity on brand value,customer satisfaction and brand trust and the influence of brand value and customer satisfaction on brand trust and its impact on brand loyalty. Respondents in this study is the beauty clinic customers in Jakarta which consists of 112 respondent . Structural Equation Modeling (SEM) with AMOS version 16 used in this study for data analysis . Results of the testing showed that the brand identity has a positive influence on brand value and brand trust, and customer satisfaction and brand value has a positive influence on brand trust that subsequently will have positive influence on brand loyalty. The results also showed that the brand identity does not have an influence on customer satisfaction

EFEK CUSTOMER CUSTOMER INTERACTION TERHADAP SATISFACTION DAN WORD OF MOUTH PADA HOTEL MANDARIN ORIENTAL Putri Hijir
Jurnal Manajemen dan Pemasaran Jasa Vol. 8 No. 2 (2015): September
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

The background of this research was the effect of Customer to Customer Interaction affect satisfaction, word of mouth, in mandarin oriental hotel. The objective of this research is to examine the impact of Customer satisfaction, Service Atmosphere, Personal Interaction, Customer Customer Interaction, Word of Mouth. The design of this research applies primary data obtained by distributing questionnaires to 200 customer who are using Mandarin Oriental Hotel. Data analysis method used in this research is Structural Equation Model (SEM). The result of this research there is positive impact Personal Interaction Quality toward customer Satisfaction, there is positive impact Service Atmosphere toward Customer Satisfaction, there is positive impact Service atmosphere toward Customer Customer Interaction, there is positive impact Customer Customer Interaction toward Customer Satisfaction, there is positive impact Customer Customer Interaction toward Word of Mouth, there is positive impact Customer Satisfaction toward Word of Mouth.

PENGARUH PERSEPSI PEGAWAI MENGENAI OUTSOURCING TERHADAP KEPUASAN KERJA DAN TURNOVER INTENTION Retno Sari Murtiningsih
Jurnal Manajemen dan Pemasaran Jasa Vol. 8 No. 2 (2015): September
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

The Background of this research was the trend of companies’ outsourcing human resource (expertise and specialists) to accomplish tasks more cheaply and efficiently to increase productivity. The objective of this research was to find out the impact of employees’ perception of outsourcing human resource on their job satisfaction and turnover intention. To achieve this objective the quantitative research has been done by using explanatory survey method. The design of thisresearch applies quantitative approach. The samples for the study consisted of 115 human resource division employees of three Banks in Jakarta. The primary data in this research was obtained by using closed ended questionnaires. Non probability sampling method with the convenience sampling technique was employed to select the sample. Data analysis used in this research was Structural Equation Modeling (SEM). The result of this research concludes that employees’ positive perception of outsourcing human resource increases their job satisfactionand decreases their turnover intention whereas negative perception of outsourcing human resource decreases job satisfaction and subsequently increases turnover intention. Based on the result of the research, it is important that a company outsource human resource to increase productivity.

ANTESEDEN ATTITUDE TOWARDS M-BANKING DAN DAMPAKNYA TERHADAP BEHAVIORAL INTENTION TO ADOPT M-BANKING Titon Adrinanto
Jurnal Manajemen dan Pemasaran Jasa Vol. 8 No. 2 (2015): September
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

The background of this research was mbanking users in Indonesia is still low despite the mobile phone users in developed and developing countries in the world has increased rapidly since 21st century. Some bank companies in Indonesia has been offering mbanking service but the use of mbanking for financial transaction is still low and limited. The objectives of this research was to analyze the antecedents of attitude towards mbanking and its impact on behavioral intention to adopt mbanking.The design of this research applies hypothesis testing. 200 samples selectedfrom prospective user of 3 government bank. The sampling technique was purposive sampling with crosssectional study. Data analysis used in this research was collected by questionnaire technique with item of statements for each variable. In order to obtain valid and reliable instrument tool, validity and reliability test has been done. The result of this research conclude that there is positive effect perceived usefulness, perceived ease of use, perceived competence, perceivedcommunication, perceived privacy and security, society influence, and facilitating condition on attitude towards mbanking.This study supports that there is positive influence on attitude towards mbankingon behavioral intention to adopt mbanking.

PENGARUH BRAND FAMILIARITY TERHADAP PURCHASE INTENTION MELALUI BRAND FIT PADA HOTEL MULIA JAKARTA Widiawaty Widiawaty
Jurnal Manajemen dan Pemasaran Jasa Vol. 8 No. 2 (2015): September
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

The purpose this paper is to examine the effects of Brand familiarity and Brand Fit on Purchase Intention towards the offerings of co branded hotels. The findings showed that the fit between cobrands mediate the relationship between Brand familiarity and Purchase Intention. In particular, a well-known co-branded hotel a high level of Brand Fit could directly or indirectly affect consumer decision-making processes regarding Purchase Intention towards the co-brand. conversely, a lessfamiliar co-branded hotel had positive effect on Purchase Intention only if respondents perceived a good fit between allied brands. Brand Fit could be a more important factor than Brand familiarity in influencing the success of hotel co-branding strategis. future research to examinate the co-branding concept in different social and cultural contexts and also from different perspectives, such as owners or manager is recommended. Most hospitality studies focus on co-branding between hotels and restaurant. This study empirically investigated the effects co-branding on consumer behavior in thehotel sector.

PERBEDAAN EFEK TINGKAT PERLAKUAN ISTIMEWA YANG BERHUBUNGAN DENGAN PENDAPATAN: SEBUAH STUDI EMPIRIS PADA PELANGGAN TOKO SERBA ADA Iwan Ekawanto; Robert Kristaung
Jurnal Manajemen dan Pemasaran Jasa Vol. 8 No. 2 (2015): September
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

This study intends to empirically explore how the practices of loyalty programs conducted by the store management (department store) which benefit for customers so as to provide results that benefit both parties as a relational outcome consisting of relationship commitment, Increased purchases, share of customer, word of mouth and customer feedback, which is completed by respondents profile as control variables such as age, education and income levels. With sample 66respondents to test the hypothesis using MANOVA. Differential test results showed that there are differences in relationship commitment, increased purchases, share of customer, word of mouth, and customer feedback with a high level of preferential treatment, medium and low on the customer department store. Similarly, the age, income and education at the department store customersthere are differences there are differences in relationship commitment, Increased purchases, share of customer, word of mouth, and customer feedback. The results of testing the fifth hypothesis states that preferential treatment will give a high positive influence on relationship commitment, Increased purchases, share of customer, word of mouth, and customer feedback. The test result of five hypothesis states that high preferential treatment will give positive influence to the relationship commitment, increased purchases, and share of customer, word of mouth, and customer feedback. On relationship commitment is not significant covariates of age, but the share of customer revenue and customer feedback and education are not significant, whereas age has the effect of preferential treatment exhibited significantly coupled with the age factor share of the customer to customer.Similarly, the positive word of mouth, only the opinion of significant covariates as control variables of preferential treatment. These three covariates age, income and education only significant simultaneously at Increased purchase only.

EFEK DOCTOR'S QUALITY OF CARE TERHADAP WORD OF MOUTH DAN REVISITED PATIENT YANG DIMEDIASI OLEH PATIENT SATISFACTION Wiwik Mayanti
Jurnal Manajemen dan Pemasaran Jasa Vol. 1 No. 1 (2008): Maret
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

A doctor must strive to provide health care as best as they could in order to create satisfied patient. The objective of this research is to investigate the effect of quality of care from the doctor and patient satisfaction in hospital, clinic. And the effect of patient satisfaction on word of mouth, then patient satisfaction can create revisited patient. A theoretical framework was developed to test the relationship among the study construct. The design of this research applies to hospital, clinic and the questionnaires were spread away to 100 respondents or patients from 2 hospital in Jakarta, bekasi and by using purpose sampling. The result of the research conclude that doctor's quality of care has a significant effect to patient satisfaction, and patients satisfaction hasn't a significant effect to word of mouth but patient satisfaction has a significant effect to revisited patient.Keyword: doctor's quality of care, patient satisfaction, word of mouth, revisited patient.

KETERKAITAN PERCEPTION OF INTERNAL ENVIRONMENTAL UNCERTAINTY TERHADAP INTENTION TO CONTINUE Sri Vandayuli Riorini; Robert Kristaung
Jurnal Manajemen dan Pemasaran Jasa Vol. 1 No. 2 (2008): September
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

This research is observing about the Perception of internal environthental uncertainty to Service Performance, and then Service performance to Satisfaction, and then Satisfaction to Intention to Continue. Data was gathered by spreading the questionnaire to 130 respondents who manager from service industry to using provider mobile phone. The sampling technique was using a purposive sampling. The analysis tool used was Structural Equation Modeling using Amos version 16 software. The hypothesis testing result shows that Perception of internal environmental uncertainty has a negative effect to Service Performance, and Service performance has a positive effect to Satisfaction, later Satisfaction has a positive effect to Intentions to Continue. It is hoped for the next research to explore another services industry beside and also adds another variable which also has an effect to the variables observed by this research.Keywords : Perception of internal Environmental Uncertainty, Serv ce Performance, Satisfaction, Intention to Continue

FAKTOR PENENTU DARI PERSEPSI NILAI PELANGGAN DAN IMPLIKASINYA TERHADAP INTENSI PEMBELIAN Anotonius Agus Susanto
Jurnal Manajemen dan Pemasaran Jasa Vol. 10 No. 2 (2017): September
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

The purpose of this study is to examine the determinants of customer value perception of the purchase intention on the internet consumer services. The methodology of this research was hypothesis testing. Sample in this research is conducted by non-probability method with purposive sampling technique from350 internet subscribers in Jakarta. The result of the research by structural equation modeling analysis in the first model showed that the service quality, experience economy and price fairness have a significant influence to customer value perception. In the second model, the results showed that service quality, experience economic, price fairness and customer value perception have a significant influenceto purchase intention.

ANTESEDEN PEMBERDAYAAN DAN KETERLIBATAN KARYAWAN TERHADAP EFEKTIVITAS LINGKUNGAN KERJA PADA JASA LAYANAN KESEHATAN DKI JAKARTA UTARA Rudyanto Rudyanto; Lyly Soemarni Lioe
Jurnal Manajemen dan Pemasaran Jasa Vol. 9 No. 1 (2016): Maret
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

Tujuan penelitian ini mengkaji pengaruh variabel anteseden Pemberdayaan dan Keterlibatan Karyawan pada industri jasa layanan kesehatan, Keterlibatan dan Efektivitas Kerja Karyawan, serta perbedaan perbandingan hubungan antara karyawan lulusan baru dengan karyawan berpengalaman. Khusus mengenai kondisi karyawan, diperlukan usaha manajemen untuk mempertahankan karyawan yang baik dengan memastikan lingkungan kerja yang menarik bagi karyawan. Sangatlah penting pengaruh pengalaman bekerja dan perbedaan generasi yang dapat memengaruhi faktor pekerjaan dalam interaksi perilaku kerja. Penelitian ini menggunakan metode analisis data hasil survei dengan membandingkan pola hubungan antarvariabel dari kedua kelompok sebagai berikut: 185 responden dengan 2 tahun pascakelulusan dan 294 responden berpengalaman kerja lebih dari 2 tahun. Hasil penelitian dengan analisis SEM menunjukkan kecocokan model teoritis penelitian. Keterlibatan kerja secara signifikan memediasi hubungan Pemberdayaan dan Efektivitas Kerja, meskipun pengaruh keterlibatan pada efektivitas kerja secara signifikan lebih kuat untuk karyawan berpengalaman. Keterlibatan kerja merupakan mekanisme penting dalam Pemberdayaan yang memengaruhi Efektivitas Kerja, akan tetapi kurang berpengaruh signifikan terhadap Efektivitas Kerja karyawan lulusan baru dari pemberdayaan. Implikasi hasil penelitian adalah manajemen harus menyadari peranan Pemberdayaan dalam meningkatkan Keterlibatan dan Efektivitas Kerja serta pengaruh perbedaan antara karyawan lulusan baru dengan karyawan berpengalaman. Kata Kunci: Pemberdayaan, Keterlibatan, Efektivitas Kerja

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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