Jurnal Manajemen dan Pemasaran Jasa
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PENTINGKAH KETERAMPILAN POLITIK ORGANISASI, SAAT TIDAK ADA PERBEDAAN PADA KUALITAS HUBUNGAN PEMIMPIN-BAWAHAN?
Full text linkThis study tries to focus on testing about political skills as moderating variable to the relationship between demographic similarity especially ethnic and the quality of leader-member exchange. This study used the survey method and using by questionnaires. From the questionnaire spread as many as 500, the number of questionnaire can be processed are 364 (the respond rate 72,8 % ). The research is done in four institutions in two cities in Jakarta and Yogyakarta. Variables in this study were variable independent used of similarity ethnic between leaders and subordinate. Their dependent variable is the quality of leader-member exchange. Next, the relationship between the two the variable is moderated by political skill as moderating variable. The analysis was conducted using regression analysis and the hierarchical regression. The outcome of this study suggests that there is a positive correlation between the demographic similarity of superior-subordinate specialty ethnicity and the quality of leader-member exchange. Then, the interesting thing about the research is correlation between the demographic similarity of superior-subordinate specialty ethnicity and the leader-member exchange moderated by political skills. But there is an interesting one, that is the connection between a demographic similarity (ethic) and the leader-member exchange moderated by the political skills has negative effect. Furthermore, discussion, the implications and many recommendation of this study are discussed in this study
WORD OF MOUTH SEBAGAI KONSEKUENSI KEPUASAN PELANGGAN
Full text linkThe 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
ANTESEDEN PERCEIVED RISK PADA PURCHASE INTENTION
Full text linkThe 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
THE EFFECTS OF WORK PASSION, WORK ENGAGEMENT AND JOB SATISFACTION ON TURN OVER INTENTION OF THE MILLENNIAL GENERATION
Full text linkThe 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
ANTESEDEN KEPUASAN DAN RASA PERCAYA SERTA KONSEKUENSINYA TERHADAP INTENSI PERILAKU
Full text linkThe purpose of this study to analyze the factors affecting the intentions of alumni who are willing to assist their university, whether financial or non-financial. The intentions of alumni are consequences of satisfaction and trust, where satisfaction and trust are the mediating variables of academic experience, current income, relation and agency image. The study was conducted through a survey method that included 250 respondents living in Jakarta, with middle and upper class economic levels. The sampling technique used is proportionate stratified random sampling. Structural Equation Modeling (SEM) was used to analyze the data. The finding from this study is the antecedent factors of satisfaction and trust including academic experience, income, relationships, and institution image that are proven to be positive and significantly influential in satisfaction and trust, partially or simultaneously. The behavior intention as a consequence of trust and satisfaction are found to be positive and significant although only moderate. Based on the findings, Indonesian higher education has to improve student’s satisfaction and trust through improvement of academic experience, relationship and institution image because the alumni will measure their satisfaction based on their current income. Therefore, for further research it is advisable to explore motivational factor, family education values and cultural factors as antecedents of behavior intention
ANTESEDEN EMPLOYEE TURNOVER
Full text linkThis research is concerning the effect of workplace environment, job satisfaction, and job performance on employee turnover, and the background is to get the convenience of employees condition, the satisfaction of job results, maximum performance, and keep and reduce in and out employees. The purpose of this research is to see how far the influence of workplace environment, job satisfaction, and job performance on employee turnover. Planning of this research uses primary data that is got by handing over questioners to 200 employees in Telecommunication company in East Jakarta. The analysis method which is used is double regresi. Results of this research give conclusion that there\u27s a positive and significant influence of workplace environment, job satisfaction, and job performance on employee turnover
GAYA KEPEMIMPINAN TRANSFORMASIONAL, KEADILAN ORGANISASI, DAN REAKSI KARYAWAN TERHADAP KINERJA KARYAWAN
Full text linkThe background of this study is to analyze the effect of transformational leadership and organizational justice on employee performance through employee reaction. The purpose of this study is to examine the influence of transformational leadership and organizational justice to employee performance through employee reaction in Trisakti Dental Hospital. The design of this research is hypothesis testing using primary data obtained by distributing 200 questionnaires to employees of Trisakti Dental Hospital. The analytical method used is Structure Equation Model (SEM). The result of this research concludes that there is no significant and negative relation between transformational leadership and employee reaction. There is a significant and positive relation between organizational justice and employee reactions. There is a significant and positive relation between employee reactions and employee performance
PENGARUH INSTITUTIONAL IMAGE TERHADAP STUDENTS LOYALTY MELALUI WORD OF MOUTH DI UNISSULA SEMARANG
Full text linkThe purpose of this paper is to investigate the impact of institutional image on students loyalty trough word of mouth at Sultan Agung Islamic University. The type of research used in this study is hypothesis testing. The instrument used in this study was a questionnaire. After distributing the relevant questionnaires among 99 students, all usable questionnaires are returned. Then the data collections are analyzed by using Structural Equation Modeling (SEM). Research findings show that institutional image has a positive significant effect on word of mouth and students loyalty. Then, word of mouth has a positive significant effect on loyalty. The research has given description well that Institutional Image and word of mouth variables still give positive contribution toward students loyalty in Sultan Agung Islamic University.
KUALITAS LAYANAN INTERNAL YANG MEMENGARUHI KEPUASAN NASABAH DENGAN MENGGUNAKAN KUALITAS LAYANAN EKSTERNAL SEBAGAI VARIABEL MEDIASI
Full text linkThis 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
RECOVERY EMOTIONS ON PERCEIVED JUSTICE
Full text linkRecovery 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