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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
134
Articles
KUALITAS LAYANAN INTERNAL YANG MEMENGARUHI KEPUASAN NASABAH DENGAN MENGGUNAKAN KUALITAS LAYANAN EKSTERNAL SEBAGAI VARIABEL MEDIASI

Susanti, Evi

Jurnal Manajemen dan Pemasaran Jasa Vol 11, No 1 (2018): Maret
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

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Abstract

This study develops the role of service quality both internal and external service quality to improve customer satisfaction at shariah banking service office in DKI Jakarta province. This study discusses the study on two areas of science namely Human Resource Management and marketing management science. The target in this study was 121 shariah banking service offices. Sample is selected using purposive sampling. The liniear Structural Equation Modelling (SEM) was adopted to verfy the model. The results are  (1) internal service quality has a positive significant and direct influence on external service quality (2) external service quality has a positive significant and direct influence on customer satisfaction (3) internal service quality has significantly positive influence on external service quality, which in turn affects the customer satisfaction in a significant and positive manner. In summary, the external service quality has a partially mediating effect.

PENGARUH KEPUASAN KERJA TERHADAP KOMITMEN ORGANISASI DAN TURNOVER INTENTION

Hidayat, Agi Syarif

Jurnal Manajemen dan Pemasaran Jasa Vol 11, No 1 (2018): Maret
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

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Abstract

The high level of employee turnover in the marketing department at PT. Toyamilindo indicates low organizational commitment and high turnover intention. The purpose of this study is to determine the effect of job satisfaction on organizational commitment and turnover intention. Quantitative methods are used in this study. Population is the  employees of marketing department at PT. Toyamilindo with 50 people. Sampling technique used is sampling saturated with the number of samples of 50 people. Data collection technique uses questionnaires and regression analysis. Finding on the research results shows that there are positive and significant influence of job satisfaction on organizational commitment and negative and significant influence of job satisfaction on turnover intention, and also the influence of organizational commitment on work satisfaction to turnover intention. The managerial implications of corporate leaders must improve employee work satisfaction, especially in terms of salary.

WORD OF MOUTH SEBAGAI KONSEKUENSI KEPUASAN PELANGGAN

Purbandari, Eny, Sugandini, Dyah, Sutiono, Heru Tri

Jurnal Manajemen dan Pemasaran Jasa Vol 11, No 1 (2018): Maret
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

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Abstract

The objective of this study is to investigate the impact of price and service quality on customer satisfaction to increase words of mouth. Data were collected by distributes questionnaires to 110 patient of Bhayangkara Polda DIY Hospital. Then, data was analyzed using structural equation modeling. The result showed that service quality, price and image have positive effect on patient satisfaction and patient satisfaction has a positive effect on words of mouth. The results also shows that image have the highest effect in creating the satisfaction. Therefore, the models of words of mouth have acceptable.

PERAN COMMUNITY ADVICE SEBAGAI PEMODERASI DALAM KEPUTUSAN PEMBELIAN

Widyastuti, Pristiana, Alwani, Alwani

Jurnal Manajemen dan Pemasaran Jasa Vol 11, No 1 (2018): Maret
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

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Abstract

This study aims to analyze the influence of rational motives and emotional motives on purchasing decisions with community advice as a moderating variable. This study was conducted on biker as community adviser in Jakarta. The number of samples is 75 data, obtained from the questionaire filled by the respondents. Data analysis uses Structural Equation Modeling (SEM) with Partial Least Square (PLS) test equipment. The results of statistical tests revealed that the rational motives and emotional motives have positive effect on purchasing decisions, whereas community advice has no positive effect on purchasing decisions, it is not able to moderate the relationship among variables. Producer and distributors are important to maintain the quality and reliability of products that rationally influence consumers to buy. In addition, efforts to maintain the credibility of the brand are also important to emphasize the consumer’s pride.  

PERAN MEDIASI E-SATISFACTION DAN E-TRUST TERHADAP E-LOYALTY

Asih, Rayi Retno Dwi, Pratomo, Luki Adiati

Jurnal Manajemen dan Pemasaran Jasa Vol 11, No 1 (2018): Maret
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

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Abstract

As the number of female customers shopping in online clothing stores increases, understanding how female customers’ e-loyalty is formed and fostered in this type of online store becomes very important. The purpose of this paper is to focus on female online clothing shoppers and to examine the mediating of e-loyalty in the context of online clothing stores: e-satisfaction and e-trust. The number  of respondents is 196 persons who have online clothing shopping experience in Jakarta. The structural equation modeling was performed to analyze the measurement and structural models. The results show that both Online Satisfaction and Online Security are positively associated with e-trust, whereas web design is not. Furthermore, Online Satisfaction turns positively influence e-loyalty for female online clothing shoppers.

ANTESEDEN DAN KONSEKUENSI DARI RAPPORT

Irawan, Freddy, Magetsari, Ovy Noviati Nuraini

Jurnal Manajemen dan Pemasaran Jasa Vol 11, No 1 (2018): Maret
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

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Abstract

As a main factor in rapport and satisfaction, commitment has been given much attention. The primary data was gathered by online questionnaires and collected from 204 respondents who are being customers of Bank BNI in Jakarta. This research used hypothesis testing as a research design. The cross-sectional data and purposive sampling are used as the sampling method. Data were analyzed by using Structural Equation Method (SEM). Finding and contribution in this research showed that all of commitment have positive effects towards rapport and satisfaction. Rapport has positive and significant effect to satisfaction. Implications and suggestions for future research are discussed.

ANTESEDEN PERCEIVED RISK PADA PURCHASE INTENTION

Rejeki, Dewi Sri

Jurnal Manajemen dan Pemasaran Jasa Vol 11, No 1 (2018): Maret
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

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Abstract

The purpose of this study is to determine the influence of perceived risk to purchase intention  private label products in Indonesia modern market. This study used primary data sources obtained directly by distributing questionnaires using purposive sampling techniques, gathered 200 respondents with minimum criteria of period at least 18 years while maximum of period is > 61 years and have bought private label products. The dependent variable in this study is purchase intention, while independent variables are considered functional risk, perceived financial risk, physical risk, and perception of psychological risk. Data analysis use Structural Equation Modeling (SEM). The results indicate that there was a negative effect on financial risk, the perceived physical risk to buy an interest in functional perception, the psychological risk has no effect on purchase intention on private label product. The implications for the manager is to increase consumer buying intentions by taking into account factors such as perceptions of financial risk and perceptions of physical risk.

PENGARUH PELAYANAN YANG GAGAL TERHADAP RESPON PERILAKU KONSUMEN

Pujiah, Intan Apurotul, Fatmawati, Indah

Jurnal Manajemen dan Pemasaran Jasa Vol 11, No 1 (2018): Maret
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

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Abstract

The study aims to analyze the influence of service failure, disappointment, regret, dissatisfaction, and behavior response. The sample in this research is x airline customers. The samples are 137 respondents chosen by using purposive sampling and collected by questionnaires. Analytical technique used is SEM (Structural Equation Modeling). The results of this study indicate that the service failure has an effect on disappointment and regret. Disappointment has an effect on dissatisfaction. Regret has an effect on the dissatisfaction and behavioral response. Disappointment and dissatisfaction has no effect on behavior response.

MASIH TEPATKAH ROA SEBAGAI PENGUKURAN KINERJA KEUANGAN INDUSTRI ASURANSI DI INDONESIA?

Sukarya, Oyo, Margaretha, Farah

Jurnal Manajemen dan Pemasaran Jasa Vol 11, No 1 (2018): Maret
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

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Abstract

The problem of this research was the determinants of financial performance in insurance company in indonesia, both of internal and external factor. There are some factors that influence positively and the other side  influences negatively on the financial performance. The objectives of this research was to examine the factors that affect the financial performance of insurance companies in Indonesia, which was viewed from profitability. The methodology of this research was multiple regression. The object of research is 64 insurance companies listed in Otoritas Jasa Keuangan (OJK) period 2011-2015. Finding and contribution in this research showed that leverage, equity, and management competence index proved to have a significant positive influence, on size, ownership and age, and they were proved to have a significant negative effect on retention ratio had a non-significant positive effect, and Underwriting Risk negatively influenced insignificantly into financial performace (ROA). Implication in this research was that companies need to monitor the fluctuation of leverage and Equity, that positively influence the financial performance, where leverage  depends on ratio of debt to equity. In addition assets and ownership negatively affect financial performance, in order to monitor the iincrease in line with the profit increase.

EFEK INSIVILITAS PELANGGAN, PENYELIA DAN KARYAWAN TERHADAP EXHAUSTION EMOSIONAL

Tiarapuspa, Tiarapuspa, Riani, Gita Novia

Jurnal Manajemen dan Pemasaran Jasa Vol 11, No 1 (2018): Maret
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

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Abstract

This research aims to analyze the workplace incivility that is caused by customer, supervisor, and coworker and how it effects their emotional exhaustion. The object of this sample is frontline employees of casual restaurants in Jakarta. To test the hypotheses, this study distributes 170 survey questionners.  Among these, 21 questionners were excluded because of incomplete responses. A total 149 survey questioners were analyzed by using the method of Structural Equation Model (SEM). The result shows that only coworker incivility significantly increases the frontline employees’ emotional exhaustion. Further research can take another sample from different service industry.