Jurnal Manajemen dan Pemasaran Jasa
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Applying the information acceptance model to predict purchase intention in social media
Full text linkE-WOM has become an essential marketing tool, as an online marketplace compete to dominate the online space. This paper assesses the relationship of e-WOM and its relationship towards purchase intention. The theoretical model based on the information acceptance model suggesting information (quality, credibility, usefulness, and adoption), needs of information and attitude towards information are the primary variables that influence purchase intention. This is a descriptive research; closed-ended questionnaires were distributed with 294 respondents with college students as the main demographic. The findings of this research show that the usefulness of information does play a significant influence toward purchase intention, but the attitude towards information does not significantly influence information usefulness. This study implies that some companies which compete in the online space should primarily focus on how useful their information is deemed by the consumers.
Service quality role on customer’s loyalty of Indonesia internet service provider during Covid-19
Full text linkThe present study developed a conceptual research framework for potential predictors of loyalty to intention and loyalty to the action ofinternet service providers. This study examined whether customer loyalty of Indonesia service provider was related to service quality dimensions (namely network quality, customer service, information quality, security, and privacy) by providing empirical evidence of the relationship among there variables. Customer loyaltywas reflected by the indicators of loyalty to intention, loyalty to action, and willingness to recommend to others. This is to fill the research gap generated by the fact that many previous studies have only studied up to the intention phase and/or have jumped to the action phase without looking at the intention phase. A quantitative approach through a questionnaire survey was conducted in primary data collection.Out of 400 internet service provider customers surveyed in this study that collected through internet online survey. The findings and results show: Firstly, network quality directly influences attitudinal loyalty. Secondly, customer service directly influences attitudinal loyalty. Thirdly, information quality directly influences attitudinal loyalty. Fourthly, securityand privacynot only directly influence attitudinal loyalty but also influence behavioral loyalty. Finally, attitudinal loyalty directly influences behavioral loyalty. The contribution to academicians interested in the same research topic was the conceptual model. It contributed to the understanding of the cognition-to action loyalty phase framework, also known as the four-stage loyalty phase framework
The determinant of brand awareness: Lesson from Indonesia
Full text linkThis study analyzes the effect of advertising creativity, jingles and endorsers on brand awareness using Multiple Linear Regression Analysis on 150 respondents in Semarang. The results showed that advertising creativity, jingles and endorsers have a positive and significant influence on brand awareness. Advertising creativity is the strongest variable affecting brand awareness. Companies need to use this variable as the most important factor because it has positive impacts
The mediator role of leader-member exchange in empirical test
Full text linkThe purpose of this research is to determine the effect of procedural justice and leader-member exchange on job satisfaction. This is a cross-sectional research with data collected from 100 employees of private sector services using a questionnaire and analyzed with the Likert scale. The result showed the following (1) procedural justice has positive and significant effect on leader-member exchange, (2) leader-member exchange has a positive effect on job satisfaction, (3 procedural justice has a positive and significant effect on job satisfaction, and (4) leader-member exchange mediates the effect of procedural justice on job satisfaction. Therefore, private companies are encouraged to strengthen systems and work procedures that are fair to employees with positive impacts. In conclusion, companies need to provide intensive training for Leaders and supervisors to increase the potential and abilities of employees, thereby making them more enthusiastic, enterprising, happy, and diligent in carrying out their duties.
The effect of customer experience and emotional value on the net promoter score: Middle-class millennial climber category
Full text linkThis study investigates net promoter score changes due to the emotional value and experience of middle-class customers. A total of 150 respondents wereselected, while 96 brands were observedbased on the respondent\u27s daily life needs, such as clothes, cafes, gadgets and travels, amongothers. Customers experience was measured by analyzing their interactions with the brands they use. The emotional value was measured by the positive or negative emotion score of each brand. The gap between brand Promoter and Detractor is the Net Promoter Score. Thisresearch shows a positive correlation between customer experience, emotional value, and net promoter score. Data were analyzed using the Multiple regression method
Integration of service quality, benchmarking and Ishikawa diagram in service operations
Full text linkThis paper aims to explore the integration of Service Quality (SERVQUAL) and two specific Total Quality Management (TQM) techniques -benchmarking and Ishikawa diagram- to improve quality in the service industry, particularly in the hospitality industry. The survey was administered to respondents at one five-star hotel in Bandung City, Indonesia. Benchmarking was conducted to compare this hotel to two other hotels at similar levels and within geographical proximity. Ishikawa analysis was then performed to analyze potential causes. The results of the study identified eleven negative score attributes (out of twenty-one) from SERVQUAL, which was in line with the benchmarking results. The Ishikawa diagram showed the root causes of these attributes and helped with developing ideas for practical quality improvements in the future. Most studies in the hospitality industry have examined SERVQUAL and TQM separately. Our study contributes uniquely to the existing literature by providing insight into the combination of SERVQUAL and two TQM specific tools to improve quality operations in a hospitality setting
Loyalty of m-wallet user from a service-dominant logic perspective
Full text linkThis study aimed to examine the effect of customer perceived value on the loyalty of mobile wallet (m-wallet) users. Payment using mobile wallet offers several benefits for consumer in terms of functional, social, and economic value. Meanwhile, Service-Dominant Logic was used to explain consumer’s experience in utilizing mobile wallet for payment. Furthermore, a quantitativeapproach with questionnaire was used for data collection, and a total of 325 users participated as the respondents. A purposivesampling technique was used to determine the sample criteria i.e. active m-wallet users with a minimum usage of 1 year. The result showed that all the hypotheses are supported. This indicated that customer perceived value consist of functional, economic, and social value, which have positive and significant impact on satisfaction that leads to customer loyalty. Meanwhile, satisfactionis the most salient predictor of customer loyalty. Therefore, financial technology provider needs to pay more attention to customer perceived value, especially in terms of functional, economic and social aspect
KONTRIBUSI WORK ENVIRONMENT DAN JOB SATISFACTION SEBAGAI MULTI MEDIASI TERHADAP JOB PERFORMANCE
Full text linkThe purpose of this study is to analyze the impact of emotional leadership competency on employees’ job performance through work environment and job satisfaction. In addition, this study also analyzes the effect of emotional leadership competency, work environment, job satisfaction dimensions on employees job performance. The samples are obtained by distributing 300 questionnaires to all HRD Manager (Human Resource Manager) respectively to travel agencies in five areas in Jakarta who then distribute the questionnaires to front line employees as the respondents of the 300 questionnaires distributed, only 261 questionnaires were successfully retrieved from the HRD Manager and analyzed by using Structural Equation Models (SEM). The results showed that 1) emotional leadership competency does not directly affect employees’ performance, but emotional leadership competency mediated by work environment and job satisfaction positively and significantly affects the performance of travel agency employees, 2) emotional leadership competency positevely and significantly affects work environment, 3) emotional leadership competency does not affect employees’ performance, 4) work environment positevely and significantly affects employees’ job satisfaction, and 5) job satisfaction positively and significantly affects employees’ performance