Jurnal Manajemen dan Pemasaran Jasa
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DETERMINANT EFFICIENCY OF FINANCIAL INSTITUTIONS IN EMERGING MARKET
Full text linkThe aim of this research is to analyze the determinants of non-bank financial institution efficiency. The non-bank financial industry is one of the main contributors to Indonesia economic growth during the last 15 years. The non-bank financial industry will the consumer finance company industry. The panel data used in this research is from 2001-2016.The non-bank financial industry is also measured as one the fastest raising industries in the last 16 years. Thesixmain financial ratios and related industry alliance impact the determinants of finance companies’ efficiency. The financial ratios are firm size, capital structure, equity, asset ratio, income to total assets and cost to total assets. The empirical results show that the determinants of non-bank financial institution are income to total assets and cost to total assets.
PENGARUH COGNITIVE DAN AFFECTIVE ONLINE SHOPPING EXPERIENCE TERHADAP E-LOYALTY PADA GENERASI MILLENIAL YANG BERBELANJA DI SITUS BELANJA ONLINE
Full text linkThe purpose of this study is to examine the effect of online customer shopping experience on electronic satisfaction, electronic trust and electronic loyalty. The online customer experience is divided into cognitive and affective online shopping experiences. Data was collected from 143 respondents. The Structural Equation Model method is used to analyze data using hypothesis testing.The results showed that the state of cognitive experience had a strong influence on e-satisfaction but the state of affective experience did not have a significant effect on e-satisfaction. E-satisfaction has a significant influence on electronic trust and loyalty.The managerial implications of this research is that e-satisfaction plays an important role in building consumer trust and loyalty. To build e-satisfaction, the perceived customer experience is necessary especially the experience that comes from experiential cognitive state obtained customer. The limitations of this study are in terms of numbers that are less representative so that further research is expected to expand the area used as the object of study and increase the number of respondents to the study so that the results obtained are expected to be better.
INNOVATIVE BEHAVIOR ON MILLENNIALS: ANTECEDENT PROACTIVE PERSONALITY AND TASK CONFLICT WITH MODERATING JOB AUTONOMY
Full text linkThe objective of this study is to examine the influence of proactive personality on innovative behavior with the mediating of task conflict and also moderating of job autonomy. This research sample is the whole millennial employees on the. PT Pertamina Operational Marketing Regions East Java, amount 172 millennials employee. Data collected with online survey. The result of this is that proactive personality significantly influences innovative behavior and task conflict partially mediates also job autonomy lowered the relationship between proactive personality and task conflict. The study implication isthatjob autonomy has an important role for millennials to reduce task conflict
CONSTRUCTION OF CUSTOMER RELATIONSHIP MANAGEMENT IN RETAIL BUSINESS
Full text linkThis article aims to construct the dimensions of customer relationship management (CRM), which consists of processes, preferences, customization, readiness, and capability in the retail service industry. With a total sample of 257, the results of testing using Structural Equation Modelling show that the fifth dimension of CRM construction contributes significantly to the construction of CRM.The findingsof the study on the construction of CRM customizationshow that there is still a weaknesses in registering valuable loyal customers. The collapse of conventional retail business is caused by not putting the priority of detecting valuable old customers This weaknessbecomes the strength of online retailers who are able to get traditional retail customers to switch to online platforms. CRM customization is also a crucial managerial implication for conventional, digital retailers and digital-conventional retail formats
PERSEPSI KONSUMEN TERHADAP KEGIATAN CSR DALAM INDUSTRI HOTEL DI PROVINSI BALI
Full text linkThis paper investigates the influence of economic, social, and environmental factors on Corporate Social Responsibility (CSR). This research is a quantitative research using 200 respondents. The Structural Equation Model method is used to analyze data by using hypothesis testing. The finding of this research is that the three main indicators; economic, social and environmental significantly influence CSR. The theoretical implication of this research is that CSR is influenced by consumer perception. Whereas the managerial implication is that the companies managers may adopt the result of this research, especially to increase the quality of the CSR program
NEGATIVE FACTORS AND ITS EFFECT TOWARDS JOB SATISFACTION OF NURSES
Full text linkThe primary function of nurses in inpatient services is to provide optimal services for patients with serious illnesses.Therefore, nurses’ job satisfaction should not be taken for granted. The role overload can influence job satisfaction at workplaces. The role overloaand job stress have negative effect. However, the nurses can still have job satisfaction, if the role overload is at low level. The other factor that influences job satisfaction is role ambiguity. The aim of this study is to analyze the factors that determine job satisfaction of nurses, work at the hospital and the job stress impacts on job satisfaction. The samples of this study were 170 respondents. This study applied quantitative design with path analysis. The role overload and job stress have negative and significant influence on job satisfaction. The role overload and role ambiguity have a positive and significant impact on job stress. The role ambiguity does not influence job satisfaction. Job stress mediates the role ambiguity to job satisfaction. The next research can develop variables that can mediate the influence of role ambiguity and role conflict on job satisfaction, for example, burnout and performance variables
CITRA PERUSAHAAN SEBAGAI VARIABEL PEMODERASI PENGARUH LAYANAN TERHADAP KEPUASAN PASIEN DAN NIAT BERALIH
Full text linkThis study aims to see the effect of service quality from 3 PKU Muhammadiyah Hospital in Jogja, Sleman and Bantul on customer satisfaction and customer switching intention which is moderated by the company\u27s image. This study uses Moderated Regression Analysis (MRA), with a total sample of 111 customers/patients at the Muhammadiyah Yogyakarta Hospital. The data was collected online and offline by purposive sampling technique. This study proves that service quality is the main predictor in increasing customer satisfaction of PKU Muhammadiyah Yogyakarta hospital. However, the test results explain that the company\u27s image is not able to moderate the influence of service quality on the customer satisfaction and switching intention. The results of this study also provide theoretical and practical contributions related to theoretical, methodological and practical issues
PENGARUH KEPUASAN KONSUMEN TERHADAP PEMBENTUKAN KOMITMEN PELANGGAN DAN e-WOM PADA PENGGUNA APLIKASI e-MONEY “OVO”
Full text linkThe purpose of this study was to examine the effect of customer satisfaction on the formation of customer commitment and e-WOM. Commitments are divided into three, namely affective commitment, continuance commitment and normative commitment and are located as intervening variables. Data was collected from 100 e-money “OVO” application users in Malang who met the criteria determined by the researcher. The hypothesis is tested by path analysis using Smart PLS 3.2. The results of the study show that consumer satisfaction has a strong influence on the formation of affective commitment and normative commitment and encourages e-WOM behavior. Continuous commitment has no significant effect on e-WOM, because some customers decide to continue using OVO but choose not to disseminate OVO information to others. There is an indirect effect between customer satisfaction and EWOM through costumer commitment as intervening. Managerial advice that can be obtained is that the position of customer satisfaction is very important in marketing digital products because it is able to build customer commitment and encourage consumers to participate in disseminating product information to the public. The limitations of this study are in terms of numbers that are less representative so that further research is expected to expand the area used as the object of study and increase the number of respondents to the study so that the results obtained are expected to be better
PERSON-ORGANIZATION FIT DALAM RANTAI DISTRIBUSI PEMASARAN
Full text linkAbstractEmployee turnover in the poultry distribution company in Jakarta indicates low person-organization fit, organizational commitment and high turnover intention. The purpose of this study is to determine the effect of person-organization fit and organizational commitment on turnover intention. Quantitative methods are used in this study. The population for this research is the employees of a chicken distribution company in Jakarta with more than 2.000 people. The sampling technique used is purposive sampling with the number of samples of 128 peoples. Data collection technique uses questionnaires and regression analysis. Finding on the research results shows that there is positive and significant influence of person-organization fiton organizational commitment and negative and significant influence of person-organization fit on turnover intention, and also the influence of person-organization fit and organizational commitment on turnover intention
MASIH TEPATKAH ROA SEBAGAI PENGUKURAN KINERJA KEUANGAN INDUSTRI ASURANSI DI INDONESIA?
Full text linkThe 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