Thomas Stefanus Kaihatu
Management Department of Petra Christian University Jl. Siwalankerto 121–131, Surabaya 60236

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ANALISA KESENJANGAN KUALITAS PELAYANAN DAN KEPUASAN KONSUMEN PENGUNJUNG PLAZA TUNJUNGAN SURABAYA Kaihatu, Thomas Stefanus
Jurnal Manajemen dan Kewirausahaan Vol 10, No 1 (2008): MARCH 2008
Publisher : Institute of Research and Community Outreach - Petra Christian University

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Abstract

Basically, service can be said as act of serving others to fullfill their needs and wants. Level of satisfaction achieved from service that can be measured through what the consumer feel after receiving the service, comparing with their expectation of service quality. This study intended to observe the lack of expected and actual service received by consumers of Tunjungan Plaza Surabaya. Factors to be observed are availability and how easy to find the product, responsibility of quality and pricing, responsibility of product safety, and consumers security. Abstract in Bahasa Indonesia : Pelayanan pada dasarnya dapat dikatakan sebagai suatu tindakan dan perlakuan atau cara melayani orang lain untuk memenuhi apa yang menjadi kebutuhan dan keinginannya. Tingkat kepuasan konsumen atas suatu pelayanan dapat diukur dengan membandingkan antara harapan konsumen terhadap kualitas pelayanan yang diinginkannya dengan kenyataan yang diterimanya atau dirasakannya. Studi ini untuk melihat kesenjangan antara jasa yang diharapakan dengan jasa yang dirasakan oleh pengunjung Plaza Tunjungan Surabaya. Kemudahan dan kelengkapan penyediaan berbagai produk, tanggung jawab atas kualitas dan penetapan harga, serta tanggung jawab atas keamanan barang dan keselamatan pengunjung maupun pembeli merupakan faktor-faktor paling sesuai antara apa yang diharapkan dengan apa yang dirasakan konsumen pengunjung Plaza Tunjungan Surabaya. Kata kunci: kualitas pelayanan, kepuasan konsumen.
AFTA : INDONESIAN INDUSTRIALIST AND CUSTOMS PERSPECTIVE Kaihatu, Thomas Stefanus
Jurnal Manajemen dan Kewirausahaan Vol 5, No 2 (2003): SEPTEMBER 2003
Publisher : Institute of Research and Community Outreach - Petra Christian University

Show Abstract | Download Original | Original Source | Check in Google Scholar

Abstract

AFTA is the concept of eliminating tariff barriers among ASEAN countries with a view to integrating the ASEAN economies into a single production base and regional market. The main objective of AFTA is to increase ASEAN´s competitive edge as a production base geared for the world market. The critical step in this direction is the liberalization of trade in the region through the elimination of intra-regional tariffs and elimination of non-tariff barriers. In Indonesian industrialists view, the implementation of liberalization of trade in AFTA scheme is not only a challenge, but more likely a massive problem, for they have minimum competitive advantage compared to other ASEAN countries (especially Singapore, Malaysia and Thailand). Since the 1970s, Indonesian economic development was built on the basic pattern of the bureaucratic-industrialist relationship, which caused fragile industrialists and corrupt bureaucrats. These bureaucrat-industrialist relationships grew immensely in Soeharto´s era, and are still sustained until now. Recently, Indonesia had to face the competitive trade among ASEAN countries as the consequences of the implementation of the regional integration commitment through AFTA. Moreover, as a member of ASEAN, it looks like Indonesia has no choice but to join this competition. Until now, there is so much resistance in implementing AFTA in Indonesia, especially accepting the Common Effective Preferential Tariff (CEPT)scheme in the import sector (for both industrialist and customs). The implementation of CEPT scheme, in the import sector, makes Indonesian industrialists worry of losing their dominance on local markets. On the other side, the bureaucrats, especially the Indonesian customs, will lose their revenue from import duty and also their ´under-table business´, that causes a high cost economy and creates so many inefficiencies.
STRUCTURAL VARIABLE ON THE JOB SATISFACTION OF 4 AND 5 STARRED HOTEL EMPLOYEES IN SURABAYA Nugroho, Agustinus; Kartika, Endo Wijaya; Kaihatu, Thomas Stefanus
Jurnal Manajemen dan Kewirausahaan Vol 16, No 2 (2014): SEPTEMBER 2014
Publisher : Institute of Research and Community Outreach - Petra Christian University

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (307.181 KB) | DOI: 10.9744/jmk.16.2.103-110

Abstract

The study aimed to find out the effect of management’s controllable factor, which was called internal factor or structural variable, on the job satisfaction of the 4 and 5 starred hotel employees’ in Surabaya. The study used quantitative explanative technique to explain the effect of structural variable on employees’ job sa-tisfaction. The result showed that structural variable had a positive and significant effect on job satisfaction. It is also found that employees’ job satisfaction was high when there was (or the highest indicator for structural variable was) fellow employees’ support and supervisor’s support, while the lowest indicator was job routine; the highest indicator for job satisfaction was satisfaction in salary, while the lowest indicator was supervisor’s competency in performing his or her tasks.
ANALISA PENGARUH KOMITMEN AFEKTIF, KOMITMEN NORMATIF, DAN KOMITMEN BERKELANJUTAN TERHADAP TURNOVER INTENTION DI DRAGON STAR SURABAYA Sukamto, Harwin; Junarto, Yoshua; Kaihatu, Thomas Stefanus; Kartika, Endo Wijaya
Jurnal Hospitality dan Manajemen Jasa Vol 2 (2014): Jurnal Hospitality dan Manajemen Jasa
Publisher : Jurnal Hospitality dan Manajemen Jasa

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Abstract

Penelitian ini ditunjukan untuk menguji pengaruh komitmen afektif, komitmen normatif, dan komitmen berkelanjutan terhadap turnover intention di dragon star surabaya. Penelitian ini menggunakan regresi linier berganda. Hasil dari penelitian adalah komitmen afektif terhadap turnover intention berpengaruh negatif tetapi tidak signifikan, komitmen normatif terhadap turnover intention berpengaruh negatif  dan signifikan, komitmen berkelanjutan terhadap turnover intention berpengaruh negatif  dan signifikan. Serta komitmen berkelanjutan yang paling dominan mempengaruhi turnover intention.
ANALISA KESENJANGAN KUALITAS PELAYANAN DAN KEPUASAN KONSUMEN PENGUNJUNG PLAZA TUNJUNGAN SURABAYA Kaihatu, Thomas Stefanus
Jurnal Manajemen dan Kewirausahaan Vol 10, No 1 (2008): MARCH 2008
Publisher : Institute of Research and Community Outreach - Petra Christian University

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (129.462 KB) | DOI: 10.9744/jmk.10.1.pp. 66-83

Abstract

Basically, service can be said as act of serving others to fullfill their needs and wants. Level of satisfaction achieved from service that can be measured through what the consumer feel after receiving the service, comparing with their expectation of service quality. This study intended to observe the lack of expected and actual service received by consumers of Tunjungan Plaza Surabaya. Factors to be observed are availability and how easy to find the product, responsibility of quality and pricing, responsibility of product safety, and consumers security. Abstract in Bahasa Indonesia : Pelayanan pada dasarnya dapat dikatakan sebagai suatu tindakan dan perlakuan atau cara melayani orang lain untuk memenuhi apa yang menjadi kebutuhan dan keinginannya. Tingkat kepuasan konsumen atas suatu pelayanan dapat diukur dengan membandingkan antara harapan konsumen terhadap kualitas pelayanan yang diinginkannya dengan kenyataan yang diterimanya atau dirasakannya. Studi ini untuk melihat kesenjangan antara jasa yang diharapakan dengan jasa yang dirasakan oleh pengunjung Plaza Tunjungan Surabaya. Kemudahan dan kelengkapan penyediaan berbagai produk, tanggung jawab atas kualitas dan penetapan harga, serta tanggung jawab atas keamanan barang dan keselamatan pengunjung maupun pembeli merupakan faktor-faktor paling sesuai antara apa yang diharapkan dengan apa yang dirasakan konsumen pengunjung Plaza Tunjungan Surabaya. Kata kunci: kualitas pelayanan, kepuasan konsumen.
ORGANIZATIONAL CITIZENSHIP BEHAVIOR (OCB), SERVICE QUALITY, AND PATIENT SATISFACTION: A CASE STUDY OF THE NURSES IN PRIVATE HOSPITALS OF SURABAYA Kaihatu, Thomas Stefanus; Djati, Sundring Pantja
MIX: JURNAL ILMIAH MANAJEMEN Vol 6, No 2 (2016): MIX: Jurnal Ilmiah Manajemen
Publisher : Universitas Mercu Buana

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Abstract

Abstract. As a distinctive employee behavior, organizational citizenship behavior(OCB) plays an important role in shaping the quality of service provided by nurses tofurther enhance the feeling of satisfaction experienced by customers. This researchaims to explain the relationship between OCB, service quality, and patient satisfactionin hospital setting. We use the perception of costumers in explaining the threeconstructs used in this research. The respondents are 30 full time nurses and 100hospital inpatients of private hospitals (63.29% response rate) in private hospitals inSurabaya. SEM-PLS is used for the data analysis, yielding results that OCB haspositive and significant relationship towards service quality, and service quality haspositive and significant relationship towards customer satisfaction. Thus, the resultsconfirm previous researchers’ findings. Future research direction is advised as therelationship between service quality and customer satisfaction is found to besignificantly weaker than previous researchers’ results.Keyword: Organizational citizenship behavior, service quality, customer satisfactionAbstrak. Sebagai sebuah perilaku karyawan yang unik, organizational citizenshipbehavior (OCB) memegang peranan penting dalam membentuk kualitas layanan sustersusterdi Rumah Sakit yang nantinya akan meningkatkan kepuasan konsumen.Penelitian ini bertujuan untuk menjelaskan hubungan antara OCB, kualitas layanan,dan kepuasan konsumen di setting Rumah Sakit. Persepsi konsumen digunakan dalammenjelaskan ketiga konstruk dalam penelitian ini. Responden berjumlah 30 suster yangbekerja penuh waktu dan 100 pasien rumah sakit swasta (63,29% tingkat respon) diSurabaya. SEM-PLS digunakan untuk menganalisa data, dengan hasil bahwa OCBmemiliki pengaruh positif dan signifikan terhadap kualitas layanan, dan kualitaslayanan berpengaruh positif signifikan terhadap kepuasan pelanggan. Hasil inimengkonfirmasi penelitian-penelitian terdahulu. Saran untuk penelitian selanjutnyadijelaskan lebih lanjut karena hubungan kualitas layanan dan kepuasan pelangganditemukan jauh lebih lemah daripada hasil peneliti-peneliti terdahulu.
ORGANIZATIONAL CITIZENSHIP BEHAVIOR (OCB), SERVICE QUALITY, AND PATIENT SATISFACTION: A CASE STUDY OF THE NURSES IN PRIVATE HOSPITALS OF SURABAYA Kaihatu, Thomas Stefanus; Djati, Sundring Pantja
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

Abstract

Abstract. As a distinctive employee behavior, organizational citizenship behavior(OCB) plays an important role in shaping the quality of service provided by nurses tofurther enhance the feeling of satisfaction experienced by customers. This researchaims to explain the relationship between OCB, service quality, and patient satisfactionin hospital setting. We use the perception of costumers in explaining the threeconstructs used in this research. The respondents are 30 full time nurses and 100hospital inpatients of private hospitals (63.29% response rate) in private hospitals inSurabaya. SEM-PLS is used for the data analysis, yielding results that OCB haspositive and significant relationship towards service quality, and service quality haspositive and significant relationship towards customer satisfaction. Thus, the resultsconfirm previous researchers’ findings. Future research direction is advised as therelationship between service quality and customer satisfaction is found to besignificantly weaker than previous researchers’ results.Keyword: Organizational citizenship behavior, service quality, customer satisfactionAbstrak. Sebagai sebuah perilaku karyawan yang unik, organizational citizenshipbehavior (OCB) memegang peranan penting dalam membentuk kualitas layanan sustersusterdi Rumah Sakit yang nantinya akan meningkatkan kepuasan konsumen.Penelitian ini bertujuan untuk menjelaskan hubungan antara OCB, kualitas layanan,dan kepuasan konsumen di setting Rumah Sakit. Persepsi konsumen digunakan dalammenjelaskan ketiga konstruk dalam penelitian ini. Responden berjumlah 30 suster yangbekerja penuh waktu dan 100 pasien rumah sakit swasta (63,29% tingkat respon) diSurabaya. SEM-PLS digunakan untuk menganalisa data, dengan hasil bahwa OCBmemiliki pengaruh positif dan signifikan terhadap kualitas layanan, dan kualitaslayanan berpengaruh positif signifikan terhadap kepuasan pelanggan. Hasil inimengkonfirmasi penelitian-penelitian terdahulu. Saran untuk penelitian selanjutnyadijelaskan lebih lanjut karena hubungan kualitas layanan dan kepuasan pelangganditemukan jauh lebih lemah daripada hasil peneliti-peneliti terdahulu.
STRUCTURAL VARIABLE ON THE JOB SATISFACTION OF 4 AND 5 STARRED HOTEL EMPLOYEES IN SURABAYA Nugroho, Agustinus; Kartika, Endo Wijaya; Kaihatu, Thomas Stefanus
Jurnal Manajemen dan Kewirausahaan Vol 16, No 2 (2014): SEPTEMBER 2014
Publisher : Institute of Research and Community Outreach - Petra Christian University

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (307.181 KB) | DOI: 10.9744/jmk.16.2.103-110

Abstract

The study aimed to find out the effect of management’s controllable factor, which was called internal factor or structural variable, on the job satisfaction of the 4 and 5 starred hotel employees’ in Surabaya. The study used quantitative explanative technique to explain the effect of structural variable on employees’ job sa-tisfaction. The result showed that structural variable had a positive and significant effect on job satisfaction. It is also found that employees’ job satisfaction was high when there was (or the highest indicator for structural variable was) fellow employees’ support and supervisor’s support, while the lowest indicator was job routine; the highest indicator for job satisfaction was satisfaction in salary, while the lowest indicator was supervisor’s competency in performing his or her tasks.
AFTA : INDONESIAN INDUSTRIALIST AND CUSTOMS PERSPECTIVE Kaihatu, Thomas Stefanus
Jurnal Manajemen dan Kewirausahaan Vol 5, No 2 (2003): SEPTEMBER 2003
Publisher : Institute of Research and Community Outreach - Petra Christian University

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (47.583 KB) | DOI: 10.9744/jmk.5.2.pp. 112-122

Abstract

AFTA is the concept of eliminating tariff barriers among ASEAN countries with a view to integrating the ASEAN economies into a single production base and regional market. The main objective of AFTA is to increase ASEAN's competitive edge as a production base geared for the world market. The critical step in this direction is the liberalization of trade in the region through the elimination of intra-regional tariffs and elimination of non-tariff barriers. In Indonesian industrialists view, the implementation of liberalization of trade in AFTA scheme is not only a challenge, but more likely a massive problem, for they have minimum competitive advantage compared to other ASEAN countries (especially Singapore, Malaysia and Thailand). Since the 1970s, Indonesian economic development was built on the basic pattern of the bureaucratic-industrialist relationship, which caused fragile industrialists and corrupt bureaucrats. These bureaucrat-industrialist relationships grew immensely in Soeharto's era, and are still sustained until now. Recently, Indonesia had to face the competitive trade among ASEAN countries as the consequences of the implementation of the regional integration commitment through AFTA. Moreover, as a member of ASEAN, it looks like Indonesia has no choice but to join this competition. Until now, there is so much resistance in implementing AFTA in Indonesia, especially accepting the Common Effective Preferential Tariff (CEPT)scheme in the import sector (for both industrialist and customs). The implementation of CEPT scheme, in the import sector, makes Indonesian industrialists worry of losing their dominance on local markets. On the other side, the bureaucrats, especially the Indonesian customs, will lose their revenue from import duty and also their 'under-table business', that causes a high cost economy and creates so many inefficiencies.
Pemberdayaan Masyarakat Untuk Menciptakan Desa Ekowisata di Wonosalam, Kabupaten Jombang Satrya, Dewa Gde; Kaihatu, Thomas Stefanus; Pranata, Lexi
Jurnal Pengabdian Pada Masyarakat Vol 3 No 2 (2018)
Publisher : Universitas Mathla'ul Anwar Banten

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30653/002.201832.57

Abstract

COMMUNITY EMPOWERMENT TO CREATE ECOTOURISM VILLAGES IN WONOSALAM, JOMBANG REGENCY. Ecotourism in Wonosalam, precisely in the hamlet of Mendiro, Panglungan Village, which was developed through community service grants has the opportunity to be collaborated with agrotourism. Agro tourism consists of 5 tourist attractions: botanical gardens, plantations, food crops and horticulture, fisheries and livestock. This report is based on community service activities with the theme of creating an ecotourism village, in which the process has the opportunity to be integrated and strengthened by agrotourism destinations. In conclusion, Wonosalam can be developed into an ecotourism village destination and an agrotourism village.