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Manajemen dan Pemasaran Jasa
Published by Universitas Trisakti
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.
Articles
144
Articles
PENGARUH DRIVE FOR ENVIRONMENTAL RESPONSIBILITY, COLLECTIVISM DAN SUBJECTIVE NORM TERHADAP BEHAVIORAL INTENTION PENGGUNAAN REUSABLE BAG

Ekasari, Ayu

Jurnal Manajemen dan Pemasaran Jasa Vol 11, No 2 (2018): September
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

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Abstract

The purpose of the research is to examine the effect of driver for environmental responsibility, collectivism and subjective norm on behavioral intention in using reusable bag. This was a quantitative survey using a total sample of 282 respondents. Data were analyzed by using multiple regression method in order to test the hypotheses. Findings of the research revealed that driver for environmental responsibility and subjective norm were two strong predictors for behavioral intention in using reusable bag. However, there was no significant effect of collectivism on behavioral intention. The study contributes to the literature of pro-environmental behavior and its antecedents as well as suggestions for policy makers and retailers to design effective social marketing campaign to promote pro-environmental behavior, which is using reusable bag.

FENOMENA PENGGUNAAN MEDIA SOSIAL DAN PENGARUH TEMAN SEBAYA PADA GENERASI MILENIAL TERHADAP KEPUTUSAN PEMBELIAN

Wiridjati, Wikan, Roesman, Renny Risqiani

Jurnal Manajemen dan Pemasaran Jasa Vol 11, No 2 (2018): September
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

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Abstract

The purpose of this study is to expand research on purchasing decisions by millennial generation. For this purpose, this study empirically examines the influence of social media and peer influence directly on the purchase decision and indirectly through electronic word-of-mouth. The purposive sampling technique was used, the object of this research involves millennial generation with age criteria between 18 years to 35 years. The research is done by spreading questionnaires to 300 people with 75% respond rates. Structural equation modeling was used to examine the proposed model. Social media usage and peer influence have positive impact on purchase decision involvement and electronic word of mouth plays vital mediating role in this context. The result shows there is no significant effects from peer influence to the purchase decision, but there is significant effects from social media usage and electronic word of mouth. The most significant is coming from the electronic word of mouth. Engaging millennial generation consumers with social media campaigns and mobile technology development, such as Facebook ads, pages like ads, or ads on youtube can increase the value of purchasing decisions. Marketers need to pay attention to the mixed effects of using social media and eWOM.

KEPEMIMPINAN TRANSFORMASIONAL PADA ORGANIZATIONAL CITIZENSHIP BEHAVIOR DAN KOMITMEN AFEKTIF

Tjahjono, Heru Kurnianto, Prasetyo, Fajar, Palupi, Majang

Jurnal Manajemen dan Pemasaran Jasa Vol 11, No 2 (2018): September
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

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Abstract

The aims of this study are to explore a number of antecedents that affect the organizational citizenship behavior. The antecedent of organizational citizenship behavior is transformational leadership while affective commitment serves as a mediation variable. The respondents in this research are lecturers at private universities in Special Province of Yogyakarta Province. The number of samples used is 145 respondents by using purposive sampling. The analytical technique used in this study is Structural Equation Modeling (SEM). Based on the analysis, the influence of transformational leadership on the behavior of organizational citizenship is positively significant while transformational leadership to the affective commitment has significant positive effects, and the same also for affective commitment to behavior organizational citizenship which has a significant positive effect. The results of this study explain the phenomenon of organizational citizenship behavior among the lecturers which is increasingly demanding profession. The role of transformational leadership and affective commitment of lecturers are also becoming increasingly important.

PENGARUH WEBSITE DESIGN QUALITY DAN KUALITAS JASA TERHADAP REPURCHASE INTENTION : VARIABEL TRUST SEBAGAI VARIABEL MEDIASI

Wilson, Nicholas, Keni, Keni

Jurnal Manajemen dan Pemasaran Jasa Vol 11, No 2 (2018): September
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

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Abstract

This research was conducted in order to assess the direct and indirect effect of website design quality and service quality toward consumers’ repurchase intention, both directly and indirectly through trust in the Indonesian e-commerce industry. This research implemented survey method, in which questionnaire were distributed to a total of 270 respondents, thus enabling the data to be analyzed. Data were collected from three cities in the Indonesian regions, which are Jakarta, Bandung, and Tangerang.  Data were analyzed using partial least squares-structural equation modeling (PLS-SEM) method. Based on the results of the data analysis, it was revealed that both website design quality and service quality had a positive impact on Indonesian consumers’ repurchase intention, both directly or indirectly. Furthermore, trust partially mediated the impact between website design quality, service quality, and repurchase intention. 

EFEKTIVITAS KAMPANYE SOCIAL MARKETING YUK NABUNG SAHAM DAN THEORY OF REASONED ACTION UNTUK MEMPREDIKSI NIAT BERINVESTASI SAHAM

Azizi, Pipin Nur, Sanaji, Sanaji

Jurnal Manajemen dan Pemasaran Jasa Vol 11, No 2 (2018): September
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

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Abstract

Indonesian Stock Exchange has launched a social marketing campaign program in 2015 to increase the number of new investors amid the low level of capital market utilization by society. This study aims to analyze and discuss the influence of social marketing campaigns to stock invest intention with attitude and the subjective norm in the TRA model as mediation variables. The type of this research is conclusive with a quantitative approach. The population is the student of Economics Faculty, State University of Surabaya. The questionnaire is distributed to 110 respondents and data was analyzed using a Structural Equation Model (SEM). The result shows that social marketing campaign has a significant positive effect on attitude and subjective norm, while attitude and subjective norm has a significant positive effect to stock investment intention, but social marketing campaign has no significant effect on investment intention. There is still inconsistency between this research result and previous research, the next research should analyze others variables that might affect stock invest intention.

MODEL EMPIRIS MEMBANGUN KESETIAAN PELANGGAN BERBASIS KUALITAS PELAYANAN DENGAN MEDIASI KUALITAS HUBUNGAN PADA INDUSTRI RITEL BERBASIS JEJARING MINIMARKET

Dimyati, Mohammad, Afandi, Mochammad Farid

Jurnal Manajemen dan Pemasaran Jasa Vol 11, No 2 (2018): September
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

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Abstract

The objective of this research is to analysis the direct effect of service quality on relationship quality and customer loyalty, the direct effect of relationship quality on customer loyalty, and indirect effect of service quality on customer loyalty mediated by relationship quality. This research also aims to build an empirical model of customer loyalty based on service quality, mediated by relationship quality in the networked minimarkets in Besuki Raya Region, East Java Province, Indonesia. This is a confirmatory research and also explanatory research with population consists of customers of the networked minimarkets located in 5 areas in Besuki Raya. Region, i.e., Banyuwangi, Jember, Bondowoso, Situbondo, Lumajang. This research used purposive sampling method by distributing questionnaires to respondents. The total of 140 respondents used as the sample. The results show that the improvement of service quality directly increases relationship quality, the improvement of relationship quality directly increases customer loyalty, and that relationship quality has a significant and important influence in mediating the effect of service quality on customer loyalty. However, this research proves that the improvement of service quality has no direct effect on increasing customer loyalty.

RECOVERY EMOTIONS ON PERCEIVED JUSTICE

Masnita, Yolanda, Riorini, Sri Vandayuli

Jurnal Manajemen dan Pemasaran Jasa Vol 11, No 2 (2018): September
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

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Abstract

Recovery service failures can affect a greater failure if not handled properly. The purpose of this study was to examine the effect of pre-recovery emotions and post-recovery in services. Data were collected using a questionnaire distributed to 216 respondents who have used the services retail market and then experienced a service failure followed by a recovery service. In this study, positive and negative emotions post-recovery are the dependent variables, while the severity of service failure, the pre-recovery emotions and perceived fairness other variables major variable. In line with this goal, eight hypotheses were tested using structural equation modeling analysis with the aim to clarify the relationships between variables. The results show that the post-recovery of positive or negative emotions are influenced by the severity of the failure of the service, but the effect is mediated by the second pre-recovery emotions. Meanwhile, there is no mediating effect of perceived justice on the emotions of pre-recovery and post-recovery. This study implies that, during recovery services, service providers must simultaneously consider the positive and negative emotions. In addition, managers should also consider the depth of the severity of service failure to determine the pre-recovery emotions. Selection of the type of recovery will have an impact on the perceived fairness, so that providers have to respond better to emotional recovery.

PERCEIVED EXTERNAL PRESTIGE, DEVIANT WORKPLACE BEHAVIOR DAN JOB SATISFACTION PADA KARYAWAN INDUSTRI OTOMOTIF DI JAKARTA

Emilisa, Netania, Putra, Dony Priandi, Yudhaputri, Egabetha Amirah

Jurnal Manajemen dan Pemasaran Jasa Vol 11, No 2 (2018): September
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

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Abstract

This study aims to analyze the effect of perceived external prestige to the workplace deviant behavior that is mediated by job satisfaction. The sample used in this study was 120 respondents who are employees in automotive industries in Jakarta of collected by purposive sampling method. Tests conducted by the method of Structural Equation Model (SEM). The results of this study are perceived external prestige has a positive influence on job satisfaction, but job satisfaction negatively affect the workplace deviant behavior. It can be concluded that job satisfaction has a negative influence in mediating the effects of perceived external prestige to the workplace deviant behavior. 

PENGARUH PEMASARAN JEJARING MEDIA SOSIAL DAN KETERKAITAN KONSUMEN TERHADAP NIAT BELI KONSUMEN

Rudyanto, Rudyanto

Jurnal Manajemen dan Pemasaran Jasa Vol 11, No 2 (2018): September
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

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Abstract

The purpose of this study examines the influence of social media and consumer engagement and customer purchase intention. This study uses data taken from 253 users of social media sites in Indonesia. The hypothesis was tested using a structural equation model which was developed in accordance to existing literature reviews. The results show that social media is significantly related to consumer purchase intentions, where consumer engagement acts as a mediating variable in influencing social media users to have customer purchase intentions. The research reinforces that marketers must respond to the importance of increasing of social media usage because it has a strong influence on consumer purchase intentions. The managerial suggestion that can be applied by company is to constantly monitor consumer engagement by adjusting the companys social media marketing strategy. The limitation of this research is the absence of qualitative approaches, i.e. interview to gain a deeper understanding of consumer insights and experiences that may affect consumer purchasing commitments and intentions might help to refine future researches better. In addition, the future research should add other important variables such as of trust, commitment, and e-WOM and any other marketing strategy that might be applied by social media strategists.

THE EFFECTS OF WORK PASSION, WORK ENGAGEMENT AND JOB SATISFACTION ON TURN OVER INTENTION OF THE MILLENNIAL GENERATION

Purba, Sylvia Diana, Ananta, Andhie Novien Dwi

Jurnal Manajemen dan Pemasaran Jasa Vol 11, No 2 (2018): September
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

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Abstract

The purpose of this research was to observe the effect of work passion of the millennial workforces in Belant Persada Ltd on its turnover intention through work engagement and job satisfaction. The sample is all of the millenial workforces in Belant Persada Ltd, which are58 employees. The data were collected through questionnaires and analyzed using Macro PROCESS by Hayes and Preacher through Statistical Package for the Social Sciences (SPSS). The results showed that work passion significantly affects work engagement and job satisfaction. While the work passion and work engagement are not direct and significant impact on the turnover intention. Furthermore, job satisfaction brings a significantly negative effect on turnover intention. This research failed to prove the existence of variable work engagement as a mediating variable. On the other hand, job satisfaction successfully serves as a mediating variable. It presents that work passion can determine turnover intention through increasing the job satisfaction.