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JAM : Jurnal Aplikasi Manajemen

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Published by Universitas Brawijaya

ISSN : 16935241 EISSN : 23026332 DOI : -

Core Subject : Science,

Decision Sciences, Operations Research & Management

Jurnal Aplikasi Manajemen - Journal of Applied Management (JAM) publishes all forms of quantitative and qualitative research articles and other scientific studies related to the field of functional management (marketing, finance, human resources, and operations) as well as the applied management and a wide range of applications.

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Articles 1,535 Documents

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Pengaruh Pemasaran Internal terhadap Kualitas Pelayanan, Kepuasan Pelanggan dan Loyalitas Pelanggan pada Perguruan Tinggi Swasta (PTS) di Jawa Timur Sukotjo, Hendri
Jurnal Aplikasi Manajemen Vol. 10 No. 3 (2012)
Publisher : Universitas Brawijaya, Indonesia

Internal marketing that properly done would have an impact on service quality, which furthercould increase customer satisfaction and customer loyalty. The purpose of this research was to determinethe effect of internal marketing on service quality, customer satisfaction, and customer loyalty on privateuniversity in East Java. The result of this research shows that: 1. Internal marketing has not been abledirectly to increase service quality and customer satisfaction, 2. Internal marketing could directly increasecustomer loyalty. But, when connected undirectly through intervening variable of service quality andcustomer satisfaction, the total effect would be negative. This result shows that internal marketing could bea booster to customer loyalty, but the impact of this boost factor depend on service quality factor whichreceived by customer, and by customer satisfaction factor.

Hubungan Keterampilan Manajerial Kepala Sekolah, Iklim Sekolah, dan Moral Kerja Guru dengan Kinerja Guru SMA Negeri di Kota Merauke Werang, Basilius Redan
Jurnal Aplikasi Manajemen Vol. 10 No. 3 (2012)
Publisher : Universitas Brawijaya, Indonesia

This article reports a correlation study of principals’managerial skills, school climate, andteachers’work morale with teachers’performance. The study is aimed to know: (a) correlation betweenprincipals’managerial skills and school climate; (b) correlation between principals’managerial skillsand teachers’work morale; (c) correlation between principals’magerial skills and teachers’performance;(d) correlation between school climate and teachers’work morale; (e) correlation between school climateand teachers’performance; and (f) teachers’work morale and teachers’perfeormance. The study usedquantitative approach with descriptive-correlational design. The population included 90 teachers at StateSenior High Schools in Merauke city. Krecjie table was used to select the sample, that is, 71 teachers,82,56% of the population. The instrument was the form of questionnaires. This correlation study used pathmodel as the main data analysis. The results indicate that: (a) there is a positive and significant correlationbetween principals’managerial skills and school climate; (b) there is a positive and significant correlationbetween principals’managerial skills and teachers’work morale; (c) there is a positive and significantcorrelation between principals’managerial skills and teachers’performance; (d) there is a positive butnon-significant correlation between school climate and teachers’work morale; (e) there is a positive andsignificant correlation between school climate and teachers’performance; and (f) there is a positive andsignificant correlation between teachers’work morale and teachers’performance. Based on the results ofthe study, some suggestions should be taken into mind: (a) it is suggested that the government of Meraukeregency should take some strategic policies to facilitate principals, and the candidate of principals as well,to enhance their managerial skills; and (b) the principals should be recruited and selected from teacherswho are best in moral and personality.

Model Pelayanan Kesehatan Berbasis Pelanggan (Studi Evaluasi di Bagian Unit Rawat Inap Rumah Sakit Umum Daerah Sidoarjo Jawa Timur) Nawangsari, Ertien Rining
Jurnal Aplikasi Manajemen Vol. 10 No. 3 (2012)
Publisher : Universitas Brawijaya, Indonesia

The demands of implementing high quality services have also been felt by regional generalhospitals as a health service institution owned by the local govermment. The health service are stronglydemanded to meet the public need and expectation as the customer. The problem research includes, Has'thequality provided such as the health service already been suited well with the costumers need and expectationas well. What factors hinder and support in enhacing the quality of yhe health service. The research isqualitative using an interactive data analysis model (Miles and Huberman,1984). The results of research,RSUD Sidoarjo has managed to provide sufficiently qualified health services but it has not provided theservices which is based or oriented to customer (customer-oriented). Some supporting factors comprise,sufficiently qualified human resources, sufficient budget, facilities supporting services. Some hinderingfactors consist of, internal obstacles, less skilful human resources, the discomfort due to on-going buildingconstruction. The external hinders which comprise the awareness adn the understanding level of patientwill have a significant influence on her or his perspective in evaluating or judging the health service whichhospital offers.

Daya Saing Daerah Tujuan Wisata (Studi Kasus Rendahnya Daya Saing Taman Wisata Alam Kawah Ijen Banyuwangi) Riyadi, Slamet; Hadiwidjojo, Djumilah; .., Djumahir; Hakim, Luchman
Jurnal Aplikasi Manajemen Vol. 10 No. 3 (2012)
Publisher : Universitas Brawijaya, Indonesia

Competition Level of Tourism Resort: A Case Study in Low Competition Level of Ijen Crater Tourism Resort in Banyuwangi. Doctorate Program in Management Science, Faculty of Economics and Business, University of Brawijaya. Promoter: Djumilah Hadiwidjojo; Co-Promoters: Djumahir and Luchman Hakim. This research aims at revealing and examining: (1) Low number of visitors and low competition level of Ijen Crater Tourism Resort in Banyuwangi; (2) Characteristic stagnancy of Ijen Crater Tourism Resort in Banyuwangi; (3) The best strategy to rise competition level of Ijen Crater Tourism Resort in Banyuwangi. The research is conducted in Ijen Crater Tourism Resort in Banyuwangi using Positivistic Approach. This research is designed to apply interpretative study case, particularly single case interpretative study case. Additionally, Milles'and Huberman's Interactive Model is used in the analysis. The prominent findings of this research are: (1) Ijen Crater Tourism Resort is beautiful and unique, but the number of visitors and its competition level are relatively low. The low number of visitors is due to its characteristic which belongs to special tourism destination which is only for those who love adventure. Moreover, the location is very difficult to reach. The low competition level is resulted from unsupportive influential factors; (2) Characteristic stagnancy of Ijen Crater Tourism Resort is triggered by managerial aspect, in which the communication between Department of Natural Resources Conservation or Balai Besar Konservasi Sumber Daya Alam (BBKSDA), as the management, and Indonesia Culture and Tourism Ministry is not effective; (3) Niche Marketing Strategy and Marketing Mix can be effectively used to rise the competition level; (4) Resource-Based View (RBV) is applied to determine competition level of Ijen Crater Tourism Resort by using its natural resources, uniqueness, and capability. Its natural resources and uniqueness, which are the core competencies, must be well maintained as the strongest factors to attract visitors; (5) Destination Management Organization (DMO) as a means of tourim resorts management is not yet applied in the management of Ijen Crater Tourism Resort. The application of the management system is expected to rise number of visitors and competition level of Ijen Crater Tourism Resort. The success of the application requires a good team work of related stakeholders in tourism industry.

Peran Pemicu dan Kondisi sebagai Moderasi Pengaruh Kepuasan terhadap WOM (Studi pada Restoran/Rumah Makan di Surabaya) Setyawati, Endang; Hadiwidjojo, Djumilah; setiawan, Margono; .., Solimun
Jurnal Aplikasi Manajemen Vol. 10 No. 3 (2012)
Publisher : Universitas Brawijaya, Indonesia

Theoretically, it is assumed that service quality affects consumer satisfaction. If the consumer is satisfied with the service, the consumer is likely to be willing to give positive recommendation to other consumer. Nowadays, restaurants faces so many challenges to retain their customers and to prevent them from turning to the other restaurants. The shifting of consumers to other restaurants may be due to dissatisfaction to the service given by one restaurant. Therefore, one solution to this problem is increasing the quality of service. However, to only improve the quality of the service is not enough to attract customers because there are other factors triggering the consumers to give positive recommendation to other consumers. That factor is Word of Mouth (WOM). The objective of this research is to find out the effect of service quality (technical and functional) on WOM. The research also examines the role of the triggering variable and the condition variable as the moderator between satisfaction and WOM. This research is conducted on the restaurant consumers in Surabaya. The sampling technique used is non-probability sampling, that is accidental sampling. The data were obtained from 150 restaurant customers, who are analyzed using PLS. The results of analysis indicate that the quality, type, and variation of food and beverages provided, as well as prime service given by restaurants, all influence consumer satisfaction. The satisfied consumer about the service given will impact their willingness to give good word and positive recommendation to other consumers. The consumers may give more intensive and positive recommendation if there are surprise, discounts or special coupon given to them.

Tinjauan Perspektif Ekonomi dan Nonekonomi Perempuan Bali yang Bekerja di Sektor Publik: Studi Konflik Peran Saskara, Ida Ayu Nyoman; .., Pudjihardjo; Maskie, Ghozali; suman, agus
Jurnal Aplikasi Manajemen Vol. 10 No. 3 (2012)
Publisher : Universitas Brawijaya, Indonesia

The purpose of this study is to examine: (1) the influence of culture on the economy and work environment, (2) the influence of the social economy, (3) the influence of economic and noneconomic (cultural, work environmental, and social) on role conflict, (4 ) behavior of Balinese women in resolving conflicts. Total respondents were 216 people. Data were analyzed by PLS method (Partial Least Square) and descriptive qualitative. The research results showed that Balinese women's role conflict significantly influenced by cultural and work environment variables. Culture also has significant effect on the economy and work environment variables. Economy variables has significant effect on social variable. While the economic and social variables are not shown to increase role conflict, Balinese women who workin public sector experience behavioral changes.

Pengaruh Nepotisme terhadap Kepuasan Kerja, Komitmen Organisasional dan Intention to Stay Putra, Made Surya
Jurnal Aplikasi Manajemen Vol. 10 No. 3 (2012)
Publisher : Universitas Brawijaya, Indonesia

One important issue in the social interaction in organizations is a matter of nepotism because workers'perceptions of nepotism affect job satisfaction, organizational commitment and intention to stay. The purpose of this study was to test and develop theoretical models of nepotism in relation to intention to stay within the framework of Equity Theory and Organizational Justice. Simple random sampling was using to choose respondent and data was analysis using Partial Least Square (PLS). Empirical data proving that nepotism should be measured by indicators from the perspective of reflexive ethical and not just by looking at family relationships/kinship. Hotel Melati managers are advised to use a Familiar management style and recruit workers from the local environment to increase endurance (survival) of hotels in the neighborhood. The model needs to be examined on organizations with different characteristics and are advised to include other variables as a mediating or moderator variable.

Analisis Kepuasan Pasien sebagai Mediasi Pengaruh Kualitas Pelayanan Kesehatan terhadap Citra Rumah Sakit Umum Daerah (RSUD) Arifin Achmad Pekanbaru Marzaweny, Diskha; Hadiwidjojo, Djumilah; chandra, teddy
Jurnal Aplikasi Manajemen Vol. 10 No. 3 (2012)
Publisher : Universitas Brawijaya, Indonesia

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The purpose of this research is to investigate the relationship between healthcare quality, patient satisfaction and the image of Arifin Achmad Pekanbaru General Hospital, and the mediating effect of patient satisfaction. Healthcare quality in this research was measured using Servqual model from Parasuraman et al. Sample in this research were 100 inpatients who are undergoing treatment at the Arifin Achmad Pekanbaru General Hospital at the time of data collection / interviews conducted in July 2011, with the following criteria: a) Patients had undergone inpatient treatment for a minimum of 2 days. b) Patients was conscious and able to communicate properly. c) Patients are not children. d) Patients are not hospital employees or their families. Hypotheses testing in this research were analysed using Path Analysis. The results indicate that healthcare quality has a positive and significant impact on patient satisfaction and the hospital image. Patient satisfaction has also significant impact on hospital image. Moreover, patient satisfaction appears to play mediating role in relationship between healthcare quality and the image of Arifin Achmad Pekanbaru General Hospital.

Model Pengukuran Kinerja pada Perusahaan Jasa Konstruksi di Kota Banjarmasin Mentayani, Ida
Jurnal Aplikasi Manajemen Vol. 10 No. 3 (2012)
Publisher : Universitas Brawijaya, Indonesia

The research aims to describe performance measurement model on construction service companiesin Banjarmasin. The object are 80 medium scale and small scale companies. Based on the research, ithas been known that used as performance measurement based on the financial statement. Types of financialstatement that used as performance measurement sources are balance sheet, income statement,statement ofchanges in equity and cash flow statement. In utilizing the financial statements for the assessment of performanceusing ratio analysis of liquidity, solvency, profitability and activity. To declare that the ratio -financial ratios illustrate the performance of construction services company, with a good or bad performancecriteria then the ratio should be compared with the ratio of industry standards. Performance measurementmodel base on financial statements has some weakness, including less relevancy aspect, orientedon past performances, short term oriented, less flexibility, non spuring improvement and ambiguous on costaspects.

Kepemimpinan Kepala Madrasah dalam Mengembangkan Budaya Mutu di MAN Model Jember Prabowo, Sugeng Listyo
Jurnal Aplikasi Manajemen Vol. 10 No. 3 (2012)
Publisher : Universitas Brawijaya, Indonesia

This study aimed at: 1) describing the characteristics of quality culture in the MAN ModelJember, 2) getting an overview of the leadership steps taken by the principal of the Madrasah in developinga quality culture of in the MAN Model Jember, 3) getting a description of efforts made by the principal toeliminate resistance in the quality culture development in the MAN Model Jember, and 4) obtaining anoverview of achievements as a result of a quality culture development in the MAN Model Jember. This studyis case study designed research using the informants'determination snowballing technique in which theprincipal of the Madrasah is the key informants. The data was taken by using the in-depth interviewtechnique, participant observation, and document retrieval. The data collected was then analyzed usingtheme analysis, subsequent to the triangulation and data reduction process. The result of the study indicatesthat the management and leadership of MAN Model Jember develop quality culture characteristicsbased on the following values: 1) discipline, 2) submission to Allah SWT and 3) the desire to constantlydevelop. The steps taken by the principal include: 1) the delegation of authority to the Deputy Principal, 2)improvement of the Madrasah management system, 3) making the values written statements, and 4) optimizingthe available opportunity. Resistance arising due to various changes include: 1) unpunctuality, 2)leaving the classroom while teaching-learning activity in progress, 3) often ending the lesson early, and 4)frequently absent. To overcome the resistance the principal take necessary actions including: 1) measurementof work performance using the scientific method, 2) negotiation and personal approach, 3) increasingthe teachers'job satisfaction, 4) continuous improvement, and 5) granting broad autonomy. The developmentof quality culture has impact on the: 1) madrasah's reputation in the community, 2) improvement of theacademic and non academic achievement. This study suggest to do benchmarking against the othermadrasahs having higher achievement, and to establish a teacher forum to formulate values and acculturationsystem of the values in Madrasah.

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