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Manajemen dan Pemasaran Jasa
Published by Universitas Trisakti
ISSN : 02163780     EISSN : 24429724     DOI : -
Jurnal Manajemen dan Pemasaran Jasa is published by Lembaga Penerbit Fakultas Ekonomi dan Bisnis (LPFEB) as publisher faculty. The editorial receives general writing, service management, and hospitality areas in which no other media has ever been published and reviews of new management books and marketing services. Preferred writing is the result of field research or literature review. The evaluation process of papers submitted depends entirely on the "Blind Review" designated by the editor in chief in accordance with the reviewer’s expertise.
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Articles 164 Documents
EFEK MANAGEMENT COMMITMENT TERHADAP SERVICE ON EMPLOYEE SERVICE BEHAVIORS : PERANAN MEDIASI DARI JOB SATISFACTION Agustina, Nina; ,, Diangtyas
Jurnal Manajemen dan Pemasaran Jasa Vol 2, No 2 (2009): September
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.25105/jmpj.v2i2.1258

Abstract

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
RELEVANSI DIMENSI KUALITAS PELAYANAN DAN PUASAN PELANGGAN BAGI PENGUNJUNG MUSEUM Di TAMAN MINI INDONESIA INDAH ,, Kusumasitta
Jurnal Manajemen dan Pemasaran Jasa Vol 7, No 1 (2014): Maret
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.25105/jmpj.v7i1.525

Abstract

This research study about the effect of tourism on local peoples needs and extent to which the benefits to the community museum in Taman Mini Indonesia Indah and also evaluation of service quality to improve visitor satisfaction. The method used in this research is by using a questioner data that spread out through Taman MiniIndonesia Indah customer for knowing their satifaction level. After the data gathered, then it divide into five kind variable (Tangible, Reability, Responsiveness, Assurance & Empathy). The result of this research conclude that : The tangible asset(X1), The reliability(X2), The Responsiveness(X3), The Assurance(X4), TheEmphaty(X5), is giving positive influence and significantly in customer satisfaction.Keywords : Tangible, reability, responsiveness, assurance, empathy,customer satisfaction.
MODEL TERINTEGRASI KEPUASAN PASIEN PADA RUMAH SAKIT GIGI DAN MULUT PENDIDIKAN (RSGMP) DI JAKARTA Handara, Putri
Jurnal Manajemen dan Pemasaran Jasa Vol 7, No 2 (2014): September
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.25105/jmpj.v7i2.799

Abstract

The background of this research was every service provider, including RSGMP are expecting to maintain customer / customer loyalty in long period of time. Loyalty is directly influenced by the satisfaction / dissatisfaction of patients that have been accumulated within a certain of period. If the performance fulfills the expectations, customer would satisfy, otherwise, if the performance was below expectations, the consumer is not satisfied. Outcome quality, Interaction quality andPeer-to-peer quality are the dimensions of Service quality. Service quality has an impact on Customer satisfaction, thus need to be considered by the dentist to create Customer satisfaction.The Objectives of this research was to propose and test a theoretical model of the relationship among service quality, customer satisfaction, and customer loyalty. Other than that to testing the role of customer satisfaction as mediator in the relationship between Outcome quality, quality Interaction and Peer-to-peer quality with Customer loyaltyThe design of this study using hypothesis testing aims to examine the relationship between the variables. Samples of 150 patients were selected based on the patient of RSGMP in Jakarta, whichhas been treated at least 1 year in the same place. The sampling technique used was purposive sampling. The model used is based on the research criteria. Data analysis used in this research was using the primary data. Data were collected by questionnaire technique that is by providing a written statement to the respondents. Furthermore, the respondents respond to the statement given. Questionnaires were administered are closed and in which the answer is already provided.The result of this research concludes that outcome quality, interaction quality, and peer-to-peer quality have significantly influence customer satisfaction, and in turn impacted the customer loyalty. This research shows that outcome quality, interaction quality, and peer-to-peer quality should be considered as pivotal elements in creating customer satisfaction and that customer satisfaction should be treated as strategic variable to enhance customer loyalty.Keywords: Outcome quality, Interaction quality and Peer-to-peer quality, Service quality, Customer satisfaction, Customer Loyalty
ANTECEDENTS DARI BRAND EQUITY PADA HOTEL SANTIKA DI BSD TANGERANG Susiati, Asriani
Jurnal Manajemen dan Pemasaran Jasa Vol 6 (2013): (Edisi Khusus)
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.25105/jmpj.v6i0.514

Abstract

This study refers to previous studies, by kevin kam Fung So and Ceridwyn King (2009). The background of this research was to prove the management approaches that brand equity as the key assets for hotel industries and provide brand manger hotel to evaluate brand equity as an outcome brand strategies. The objectives of this research was : (a) the positive effect of company’s presented brand to brand awareness, (b) the positive effect of company’s presented brand to brand meaning, (c) the positive effect of external brand communications to brand awarenessm, (d) the positive effect of external brand communications to brand meaning, (e) the positive effect of customer experience with company to brand meaning, (f) the positive effect of brand awareness to brand equity, (g) the positive effect of brand meaning to brandequity. The design of this research applies a survey toward unit of analysis on the hotel and to interview the customers for testing hypothesis. Meanwhile the required data consist of six variables; company presented brand, external brand communications, customer experience with company, brand awareness, brand meaning, and brand equity. The aggregate numbers of customer being respondent of the study are 150. Data analysis used in this research wasconsists of Structural Equation Method by LISRELL 8.7 as software. The result of this research conclude that variable of company’s presented brand had effect to brand awareness, company’s presented brand had effect to brand meaning, external brand communications had effect to brand awareness, external brand communications had effect to brand meaning, customer experience with company had effect to brand meaning, brand mening had effect to brand equity, and brand awareness had effect to brand equity.Keywords : Brand equity, Hotels, Brand Awareness, Customer satisfaction
PENGARUH CITRA, KUALITAS PELAYANAN, DAN KEPUASAN TERHADAP LOYALITAS NASABAH BANK Hadisurya, Julia
Jurnal Manajemen dan Pemasaran Jasa Vol 1, No 2 (2008): September
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.25105/jmpj.v1i2.1211

Abstract

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 banks 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.
ANTESEEDEN DAN KONSEKUENSI DARI SEVERITY OF OTHER CUSTOMER FAILURE Budiwati, Nina; Hermawan, Asep
Jurnal Manajemen dan Pemasaran Jasa Vol 4 (2011): (Edisi Khusus)
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.25105/jmpj.v4i1.487

Abstract

The background of this research was to conduct a profound study of impact of other-customer failure The purpose of this paper is to investigate how and why other-customer misbehavior has a negative influence on customer satisfaction with the service firm.The objectives of this research was : (a) the effect of controllability to firm responsibility, (b) the effect of stability to firm responsibility, (c) the effect of firm responsibility to customer satisfaction, (d) the effect of firm responsibility to service recovery expectations, (e) the effect of service recovery expectations to customer satisfaction, (f) the effect of severity of other customer failure to service recovery expectations, (g) the effect of severity of other customer failure to customer satisfaction, (h) the effect of perceived employee effort to customer satisfaction.The design of this research applies a survey toward unit of analysis on hotels services by interview the customers for testing hypothesis. Meanwhile the required data consist of seventh variables which arecontrollability attributions, stability attributions, firm responsibility, service recovery expectation, severity of other customer failure, perceived employee effort and customer satisfaction. The aggregatenumbers of hotels guests being respondent of the study are 200. Data analysis used in this research was consists of Structural Equation Model Analysis by AMOS 6 as software.The result of this research conclude that controllability and stability attributions had an effect to firm responsibility, firm responsibility had an effect to service recovery expectations, severity of othercustomer failure had an effect to service recovery expactations, and perceived employee effort had an effect to customer satisfaction. Meanwhile firm responsibility had an effect to customer satisfaction,service recovery expectations had an effect terhadap customer satisfaction, severity of other customer failure had an effect to customer satisfaction.Keywords: Service recovery expectations, severity of other customer failure, and customer satisfaction
PERANAN ORGANIZATIONAL CITIZE DALAM MEMEDIASI PENGARUH JO DAN HUMAN RESOURCES MANAGE TERHADAP SERVICE QUALITY PADA BINTANG LIMA DI JAKARTA SHIP BEHAVIOR SATISFACTION ENT PRACTICES EBUAH HOTEL PUSAT HAPSARI, DEWAYANI
Jurnal Manajemen dan Pemasaran Jasa Vol 2, No 1 (2009): Maret
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.25105/jmpj.v2i1.530

Abstract

The purpose of this research is to propose a model which organizational citizenship behavior and job performance mediate the influence of job satifaction and human resources management practices toward service quality at Grand Sahid Jaya Jakarta. The conceptual framework consists of the following constructs : job satisfaction, human resources management practices, organizational citizenship behavior, job performance, and service quality. Moreover, four hypotheses were developed and tested. instrument test of validity and reliability were used to test the validity of the measures, while multiple regression from Statistical Package forSocial Science (SPSS) was used in hypotheses testing. Data were collected from Grand Sahid Jaya employee, Jakarta. The objectives of this research is to analyze the j.b satisfaction influence organizational citizenship behavior at Grand Sahid Jaya Jakarta, analyze the human resources practices toward organizational citizenship behavior, analyze the organizational citizenship behavior influence job performance and analyze job performance influence service quality at Grand Sahid Jaya JakarIta. The result indicate that all hypothesis was supported, indicated that job sati action have significant influence toward organizational citizenship behavior, human resources practices have significant influence toward organizational citizenship behavior, organizational citizenship behavior have significant influence toward job performance and job performance have significant influence toward service quality.Keywords : Job performance, service quality, job satisfaction, and organizational citizenship behavior.
PERANAN ORGANIZATIONAL CITIZENSHIP BEHAVIOR DALAM MEMEDIASI PENGARUH KEPUASAN PEGAWAI DAN PRAKTIK MANAJEMEN SUMBER DAYA MANUSIA TERHADAP KUALITAS PELAYANAN HOTEL BINTANG LIMA DI JAKARTA PUSAT Hapsari, Dewani
Jurnal Manajemen dan Pemasaran Jasa Vol 3 (2010): (Edisi Khusus)
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.25105/jmpj.v3i1.478

Abstract

The purpose of this research is to propose a model which organizational citizenship behavior and jobperformance mediate the influence of job satifaction and human resources management practicestoward service quality at Grand Sahid Jaya Jakarta.The conceptual framework consists of the following constructs : job satisfaction, human resourcesmanagement practices, organizational citizenship behavior, job performance, and service quality.Moreover, four hypotheses were developed and tested. Instrument test of validity and reliabilitywere used to test the validity of the measures, while multiple regression from Statistical Package forSocial Science (SPSS) was used in hypotheses testing. Data were collected from Grand Sahid Jayaemployee, Jakarta.The objectives of this research is to analyze the job satisfaction influence organizational citizenshipbehavior at Grand Sahid Jaya Jakarta, analyze the human resources practices toward organizationalcitizenship behavior, analyze the organizational citizenship behavior influence job performance andanalyze job performance influence service quality at Grand Sahid Jaya JakartaThe result indicate that all hypothesis was supported, indicated that job satisfaction have significantinfluence toward organizational citizenship behavior, human resources practices have significantinfluence toward organizational citizenship behavior, organizational citizenship behavior havesignificant influence toward job performance and job performance have significant influence towardservice qualityKeywords : Service quality, organizational citizenship behavior, job performance, job satisfaction,human resources management practices,
PENGARUH KEPEMIMPINAN TRANSFORMASIONAL TERHADAP ORGANIZATIONAL CITIZENSHIP BEHAVIOR (OCB) MELALUI PEMBERDAYAAN KARYAWAN DARI BEBERAPA FAKULTAS DI UNIVERSITAS TRISAKTI JAKARTA Susanto, Eko
Jurnal Manajemen dan Pemasaran Jasa Vol 8, No 1 (2015): Maret
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.25105/jmpj.v8i1.1403

Abstract

This research is about “The Effect of Transformational Leadership On Organizational CitizenshipBehavior Mediated by Employee Empowerment Employees On Faculty of Law, Faculty of CivilEngineering and Planning, and Faculty of Landscape Architecture and Technic Environment TrisaktiUniversity Jakarta”. The background of this study is to analyze the factors that can influence theOrganizational Citizenship Behavior Of Employees Faculty of Law, Faculty of Civil Engineeringand Planning, and Faculty of Landscape Architecture and Technic Environment Trisakti UniversityJakarta. The design of this research using primary data obtained by distributing questionnairesto 114 Employees Faculty of Law, Faculty of Civil Engineering and Planning, and Faculty ofLandscape Architecture and Technic Environment Trisakti University Jakarta. Data analysis methodused in this research is Structural Equation Model (SEM). The results of this research concludedthat there is a positive influence on Transformational Leadership against Employee Empowerment,there is a positive influence on the Transformational Leadership against Organizational CitizenshipBehavior, and there is a positive influence on Employee Empowerment against OrganizationalCitizenship Behavior.Keywords: Transformational Leadership, Employee Empowerment, Organizational CitizenshipBehavior
PENGARUH LINGKUNGAN TOKO DAN KECENDERUNGAN BERBELANJA TERHADAP PERILAKU PEMBELIAN IMPULS Rahmadi, Mufti
Jurnal Manajemen dan Pemasaran Jasa Vol 7, No 2 (2014): September
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.25105/jmpj.v7i2.807

Abstract

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.

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