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MIX : Jurnal Ilmiah Manajemen
Published by Universitas Mercu Buana
ISSN : 20881231     EISSN : 24605328     DOI : 10.22441/jurnal_mix
Core Subject : Economy, Science, Social,
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Social Sciences
MIX: Jurnal Ilmiah Manajemen is a journal that publishes the results of empirical research that has strong novelty with reference to the latest journals and contributes greatly to scientific development in the fields of Management: Finance, Marketing, Human Resources, and Operations.
Arjuna Subject : Bisnis, Menejemen, dan Akutansi (semua kategori) - Bisnis, Menejemen, dan Akutansi (Lain-Lain)
Articles 458 Documents
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Pembentuk Word of Mouth pada Perusahaan Penerbangan Bertarif Murah di Indonesia Yasintha Soelasih; Sumani Sumani
MIX: JURNAL ILMIAH MANAJEMEN Vol 9, No 3 (2019): MIX: Jurnal Ilmiah Manajemen
Publisher : Universitas Mercu Buana

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (190.941 KB) | DOI: 10.22441/mix.2019.v9i3.006

Abstract

ABSTRACT: The purpose of this study is to examine the mediating effect of passenger satisfaction on service quality, fares and word of mouth on low-cost flights in Indonesia. The theory of this study is derived into the research model with the instruments used in compiling the questionnaire for primary data collection. Samples taken as many as 248 with the criteria samples have used low-cost flights in Indonesia. Sampling was conducted at Soekarno Hatta Cengkareng Airport, Indonesia with purposive sampling at three low-cost airlines. Instrument testing is done using reliability and validity test. For reliability, it uses Cronbach's alpha while for validity it uses confirmatory factor analysis. In the hypothesis test used SEM with Lisrel. Service quality has a direct and indirect effect on word of mouth. While the tariff does not have a direct or indirect effect on word of mouth. Passenger satisfaction as mediation variable is important in forming word of mouth, compared without the mediation variable. Passengers still measure the quality of service received with perceived satisfaction. Therefore airlines with low-cost airlines still need to pay attention to passenger satisfaction, not just at relatively cheap fares. ABSTRAK: Tujuan penelitian ini untuk mengkaji pengaruh mediasi kepuasan penumpang terhadap kualitas pelayanan, tarif dan wouth of mouth pada penerbangan bertarif murah di Indonesia. Kajian teori yang diturunkan kedalam model penelitian dengan instrument yang digunakan dalam menyusun kuesioner untuk pengambilan data primer. Sampel yang terambil sebanyak 248 dengan kriteria sudah pernah menggunakan penerbangan bertarif murah di Indonesia. Pengambilan sampel dilakukan di Bandara Soekarno Hatta Cengkareng, Indonesia dengan purposive sampling pada tiga perusahaan penerbangan bertarif murah. Dilakukan uji instrument dengan menggunakan reliabilitas dan validitas. Untuk reliabilitas maka menggunakan cronbach’s alpha sedangkan untuk validitas menggunakan confirmatory factor analysis. Pada uji hipotesis digunakan SEM dengan Lisrel. Kualitas pelayanan mempunyai pengaruh baik langsung maupun tidak langsung terhadap word of mouth. Sedangkan tariff tidak mempunyai pengaruh baik langsung maupun tidak langsung terhadap word of mouth. Variabel mediasi kepuasan penumpang penting dalam membentuk word of mouth, dibandingkan tanpa adanya variable mediasi. Penumpang tetap mengukur kualitas pelayanan yang diterima dengan kepuasan yang dirasakan. Oleh karena itu perusahaan penerbangan dengan konsep penerbangan bertarif murah tetap perlu memperhatikan kepuasan penumpang, bukan hanya pada tarif yang relative murah.
PERAN SOCIAL SUPPORT TERHADAP RELATIONSHIP QUALITY DAN SOCIAL COMMERCE INTENTION Widarto Rachbini
MIX: JURNAL ILMIAH MANAJEMEN Vol 7, No 3 (2017): MIX: Jurnal Ilmiah Manajemen
Publisher : Universitas Mercu Buana

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (531.055 KB)

Abstract

Abstract: In the era of social commerce, individuals share their knowledge,experience, and information about products and services with people in theirneighborhood or close friends. Formed on the basis of social support theory,relationship quality, and social media concepts, this study proposes a model thataims to investigate or analyze more deeply about the role of social factors thatinfluence relationship quality with its three dimensions (commitment, trust andsatisfaction), as well as social commerce intention. Surveys were conducted usingonline-survey platforms and questionnaires distributed on which are the mostpopular social networking sites in Indonesia (APJII, 2016), and the PLS-SEMmethod was used to prove empirically the proposed model. The results of thisstudy related to social factors that give a significant influence on relationshipquality and social commerce intention. This study highlights the changingbehavior of consumers in the era of social commerce. It also contributespositively to the development of theory in the context of social commerce.Practically, the results of this study indicate that technology changes in the ecommerceis a new opportunity and challenge for practitioners to be able toadjust and take advantage of these opportunities.Keywords: social commerce, social support, relationship quality, social media
ANALISIS KEBIJAKAN PENGIKATAN HUBUNGAN, KEPUASAN PELANGGAN DAN LOYALITAS PELANGGAN OPERATOR SELULER XL SURVEI DI MARGO CITY, DEPOK Budiman Budiana
MIX: JURNAL ILMIAH MANAJEMEN Vol 3, No 3 (2013): MIX: Jurnal Ilmiah Manajemen
Publisher : Universitas Mercu Buana

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (333.103 KB)

Abstract

Abstract: Along with the development of time and technology, telecommunications becoming something that is very important. With the numbers of companies/operators that provide telecommunications service, therefore the competition between the telecommunications business company can not be avoid. As for XL, to have a relationship with the customer may give a positive value apart, because the company can maintain existing customers so that consumers are sure on the value for themselves and not easy to switch to other companies products. Therefore relationship bonding is very necessary. This research was conducted to find out how the assessment of the customer relationship bonding the XL and the impact on customer satisfaction and what the impacton customer loyalty. In this research, data collection method was to survey using questioner. Research method used was descriptive method of research.Methods of data analysis using the average score of weight, likert-scale, regression, correlation and analysis. The result of this research shows that customers rate policy relationship bonding XLis good enough. In addition there is the influence of the bonding relationship between customer satisfaction. Research also shows that policy fastening relationship (bonding relationship) that affect customer satisfaction, the impact on customer loyalty. From the results of this research, it can be concludedthat customers are satisfied with the relationship bonding policy made by XL. So that it creates customer loyalty and brand of product or company XL.Keywords: Market competition, customer relationship, retain consumers  
PERCEPTIONS OF SERVICE-ORIENTATION AND TRUST OF TAX OFFICERS BETWEEN MILLENIALS, X, AND BABY BOOMERS Elisa Tjondro; Kezia Gabriel Santosa; Nathasa Prayitno
MIX: JURNAL ILMIAH MANAJEMEN Vol 9, No 1 (2019): MIX: Jurnal Ilmiah Manajemen
Publisher : Universitas Mercu Buana

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (487.762 KB) | DOI: 10.22441/mix.2019.v9i1.001

Abstract

The purpose of this study is to examine differences in perceptions of generations related to service-orientation and trust to tax officers. Changes traditional paradigm of the relationship between tax officers and taxpayers from “cops and robbers” to "clients" cause the research in perception of service-orientation and trust to tax officers to be necessary in order to improve voluntary tax compliance. This study also explains perceptions of tax fairness in three perspectives which are vertical equity, horizontal equity, exchange equity. The survey was conducted in 2018 with 165 self-employment individual taxpayers consisting of three generations, Millennials, X, and Baby Boomers from two types of work, retail/production and services business. This study uses quota sampling to collect respondents and use ANOVA statistical tests. The results of the study indicate differences in perceptions regarding service-orientation between generations. However, there are no differences in perception related trust to tax officers between generations. This research also found that Millenials, X, and Baby Boomer have different perceptions of vertical equity, horizontal equity, and exchange equity
SERVICE QUALITY DAN KEPUASAN KONSUMEN: STUDI EMPIRIS DAN IMPLIKASINYA PADA TOKO ONLINE Ari Setiyaningrum; Herlin Hidayat
MIX: JURNAL ILMIAH MANAJEMEN Vol 6, No 2 (2016): MIX: Jurnal Ilmiah Manajemen
Publisher : Universitas Mercu Buana

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (315.591 KB)

Abstract

Abstract: The purpose of this study is to analyze the effects of service qualitydimensions namely tangible, reliability, responsiveness, assurance, and empathy onconsumer satisfaction in the context of online shop. The primary data collection wasconducted by survey method through distributing the questionnaries to 117 consumers.Nonprobability sampling method with snowball sampling technique be used in thisstudy to recruit the respondents. By using the structural equation modelling withAMOS statistical software, this study indicated that empathy dimension was identifiedas the main determinant of consumer satisfaction toward online shop, while tangible,reliability, and responsiveness dimensions was not influenced consumer satisfactiontoward online shop. This study also indicated that assurance dimension has a negativeeffect on consumer satisfaction toward online shop.Keywords: service quality, empathy, consumer satisfaction, online shopAbstrak: Penelitian ini bertujuan untuk menganalisis pengaruh dimensi-dimensiservice quality yang mencakup tangible, reliability, responsiveness, assurance, danempathy pada kepuasan konsumen dalam konteks toko online. Pengumpulan dataprimer dalam penelitian ini dilakukan dengan metode survei melalui pendistribusiankuesioner pada 117 konsumen. Metode penarikan sampel yang digunakan adalahnonprobability sampling dengan teknik snowball sampling. Dengan menggunakanmodel persamaan struktural dengan software statistik AMOS, penelitian inimenemukan bahwa dimensi empathy merupakan dimensi service quality yang menjadideterminan utama dari kepuasan konsumen terhadap toko online, sedangkan dimensitangible, reliability, dan responsiveness ditemukan tidak memengaruhi kepuasankonsumen terhadap toko online. Penelitian ini juga menemukan bahwa dimensiassurance berpengaruh negatif pada kepuasan konsumen terhadap toko online.Kata Kunci: service quality, empathy, kepuasan konsumen, toko online
PENGARUH KUALITAS PRODUK, KETERSEDIAAN PRODUK DAN GAYA HIDUP TERHADAP KEPUTUSAN PEMBELIAN PRODUK LULUR MANDI SUMBER AYU DI JAKARTA Charles Victor B. Saragih
MIX: JURNAL ILMIAH MANAJEMEN Vol 3, No 2 (2013): MIX: Jurnal Ilmiah Manajemen
Publisher : Universitas Mercu Buana

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (335.146 KB)

Abstract

Abstract: This study aims to analyze the effect of product quality, product availabilityand lifestyle on purchase decision. Sumber Ayu Body Scrub was taken as a case study.This research is descriptive quantitative in nature. Both primary and secondary datawere employed. Secondary data were taken from various sources such as journals andbooks. Primary data were taken using questionnaire. A total sample of 100 wereobtained. The result shows that purchase decision was influenced by product quality,product availability and life style. The identical result found by previous researchers.Life style was found dominant variabel toward purchase decision.Keywords: Product Quality, Stock Availability, Life Style, Purchase Decision
PURCHASE INTENTION PADA PRODUK BANK SYARIAH DITINJAU DARI BRAND AWARENESS DAN BRAND IMAGE DENGAN TRUST SEBAGAI VARIABEL MEDIASI Raden Bagus Faizal Irany Sidharta; Ni Luh Ariningsih Sari; Wayan Suwandha
MIX: JURNAL ILMIAH MANAJEMEN Vol 8, No 3 (2018): MIX: Jurnal Ilmiah Manajemen
Publisher : Universitas Mercu Buana

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (253.413 KB) | DOI: 10.22441/mix.2018.v8i3.007

Abstract

Research aim to analyze influence of 1) Brand Awareness on Trust, 2) Brand Image on Trust, 3) Brand Awareness on Purchase Intention, 4) Brand Image on Purchase Intention, 5) Trust on Purchase Intention, 6) Brand awareness on Purchase Intention through Trust, 7) Brand image on Purchase Intention through Trust on sharia bank product. Sample has taken by using purposive sampling technique with 328 respondents. Data analysis technique used is Path Analysis. The research showed that brand awareness has positive and not significant effect on trust, brand image has positive and significant effect on trust, brand awareness has positive and significant effect on purchase intention, brand image has positive and significant effect on purchase intention, trust has positive and significant effect on purchase intention, brand awareness has not significant effect on purchase intention through trust, brand image has significant effect on purchase intention through trust. The implication of this research would benefit to the management of sharia banking to formulating strategy for increasing market share of sharia banking in Indonesia.
RISIKO KREDIT DAN EFISIENSI PERBANKAN DI INDONESIA Sparta Sparta
MIX: JURNAL ILMIAH MANAJEMEN Vol 6, No 1 (2016): MIX: Jurnal Ilmiah Manajemen
Publisher : Universitas Mercu Buana

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (918.727 KB)

Abstract

Abstract: This Research goals are to examine and to analyze the level of banking efficiencyin Indonesia using SFA, to examine the impact of risk on bank efficiency in Indonesia, toexamine the effect of the control variables and specific macroeconomic banks to the level ofrisk and banking efficiency in Indonesia. The sample are 107 conventional banks inIndonesia and the number of observation in 1177 during the period 2001 to 2011. Efficiencymeasurement uses stochastic frontier approach bank and bank risk measurement uses the ratioof non-performing loans. The dependent variable used in the first study equation is nonperformingloans and in the second equation is the bank score efficiency. Control variablesare capital adequacy, asset growth, the percentage of foreign ownership, the percentage ofgovernment ownership, the percentage of public ownership, GDP growth and the bank loangrowth. The result shows that the average level of banking efficiency during the studyperiod is 69.98%. Overall the average level of conventional banks efficiency per yearincrease from 61.26% in 2001 to 78.76% in 2011. This study provides empirical evidencethat the risk of banks affect bank efficiency. Banks efficiency level are positively significantinfluenced mainly by the growth of GDP and the level of efficiency last year and negativelysignificant influenced by the bank risk. Empirical results of this study have implications forpractitioners banks, institutions banking authorities or the FSA and the development of thetheory of risk associated with relationship banks and banking efficiency as well asconsideration of other factors that influence risk and efficiency as the results of this study.Keywords: Bank risk, bank efficiency, stochastic frontier approach, bank capital adequace,Gross domestic BrutoAbstrak: Tujuan penelitian ini adalah untuk: 1). Menguji dan menganalisis tingkat efisiensiperbankan di Indonesia menggunakan SFA, 2). Menguji dampak dari risiko pada efisiensiperbankan di Indonesia, 3). menguji pengaruh variabel kontrol dan bank makroekonomikhusus untuk tingkat risiko dan perbankan efisiensi di Indonesia. Sampel adalah 107 bankkonvensional di Indonesia dan jumlah observasi di 1177 selama periode 2001 sampai 2011.Pengukuran effisien bank menggunakan pendekatan stochastic frontier dan pengukuranrisiko bank menggunakan rasio non-performing loan. Variabel dependen yang digunakandalam persamaan penelitian pertama adalah pinjaman non-performing dan persamaan keduaadalah skor Efisiensi Bank. variabel kontrol adalah kecukupan modal, pertumbuhan aset,persentase kepemilikan asing, persentase kepemilikan pemerintah, persentase kepemilikanpublik, pertumbuhan PDB dan pertumbuhan pinjaman bank. Hasil penelitian menunjukkanbahwa rata-rata tingkat perbankan efisiensi selama periode penelitian adalah 69,98%. Secarakeseluruhan rata-rata tingkat efisiensi bank konvensional per tahun meningkat dari 61,26% di2001-78,76% pada tahun 2011. Penelitian ini memberikan bukti empiris bahwa risiko bankmempengaruhi efisiensi perbankan. Tingkat efisiensi Bank signifikan positif dipengaruhiterutama oleh pertumbuhan PDB dan tingkat efisiensi tahun lalu dan signifikan negatifdipengaruhi oleh risiko bank. Hasil empiris penelitian ini memiliki implikasi bagi parapraktisi bank, lembaga otoritas perbankan atau FSA dan pengembangan teori risiko yang terkait dengan bank hubungan dan efisiensi perbankan serta pertimbangan faktor-faktor lainyang memengaruhi risiko dan efisiensi sebagai hasil dari penelitian ini .Kata kunci: Risiko Bank, Efisiensi Perbankan, Pendekatan Stochastic Frontier, Kecukupanmodal bank, Produk Domestic Bruto.
ANALISIS PENGARUH CITRA MEREK DAN KUALITAS LAYANAN SERVICE CENTER TERHADAP LOYALITAS PELANGGAN MELALUI KEPUASAN PELANGGAN (Studi Kasus: Nokia Care Center Wilayah Jakarta) Gerry Sasongko
MIX: JURNAL ILMIAH MANAJEMEN Vol 4, No 2 (2014): MIX: Jurnal Ilmiah Manajemen
Publisher : Universitas Mercu Buana

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (336.431 KB)

Abstract

Abstract: This thesis aims to find out about the influence of brand image, service quality and customer satisfaction to customer loyalty from Nokia phone users across Jakarta area. The method used in this study is a descriptive analysis of the census data collection system through the use of questionnaires to the respondents. Respondents in this study amounted to 200 people. Data processing technique and analysis of themodel using SPSS version 20 and the Structural Equation Model (SEM) with Lisrel 8.7 program. From the results of this study, brand image affects customer satisfaction. Service quality has a positive effect on customer satisfaction. Brand image affects customer loyalty. Service quality has a positive effect on customer loyalty. And customer satisfaction have an effect on customer loyalty.Keywords: brand image, service quality, customer satisfaction, customer loyalty  
THE ELEMENTS OF PACKAGING THAT FORM A BRAND PERSONALITY. A CASE STUDY ON AROMA PREMIUM SEKOTENG PRODUCTS Teofilus Teofilus; Timotius FCW Sutrisno; Angeline Gomuljo
MIX: JURNAL ILMIAH MANAJEMEN Vol 9, No 2 (2019): MIX: Jurnal Ilmiah Manajemen
Publisher : Universitas Mercu Buana

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.22441/mix.2019.v9i2.010

Abstract

A trend to a heatlhier lifestyle triggers a shift in consumer’s behavior to consume healthy foods and to avoids any preservatives. Several companies in Indonesia began to contribute to this trend including UD Maju Jaya who also contributing onto this trend by producing products called premium sekoteng AROMA. The problem occured when the company experienced a sales decline as 93,4% in traditional market distribution channel and 39,4% in modern distribution channel because the product itself did not show the element of a packaging that could attract consumers to purchase since a brand personality from a packaging itself should form a bond on consumer’s thoughts and feelings unto the brand. Therefore, the purpose of this study is to determine the effect of packaging elements through brand personality on premium sekoteng AROMA. This study uses a quantitative approach. In this study, data collection was done by distributing questionnaires using a purposive sampling technique with the conditions as the population must be B2B consumers who had purchased and consumed premium sekoteng AROMA. The results showed that functionality packaging and packaging saleability significantly have a tendency to influence brand personality

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