Jurnal Manajemen dan Pemasaran Jasa
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EFEK NILAI KERJA, OTONOMI, DAN WORK SETTING TERHADAP KEPEMIMPINAN DAN PERILAKU ORGANISASI PADA INDUSTRI JASA PERHOTELAN
Full text linkHotel, when business and leisure blend in harmony, as one of service industry sector which has a perishable product as main product, based on their employees interaction.The service activities were produce by the employees, to keep it sustainable theemployees should be firm with their company. The antecedents of Organizational Citizenship Behaviors will appear by their answer to our question to prove about the effect of work value, autonomy and work setting on Leadership, and of course to OCBitself. This could drive a firm and comfort working condition to generate a greatservice quality.This research was done in a hotel in West Jakarta. The purpose of this study was to analyze the effect of work value, autonomy and work setting on leadership and organizational behaviors.Sample was collected from 172 employees, as our respondents. The collected data was analyzed with SEM analysis, and the questionnaire was adopted from Wright (2008).The findings suggest that work value and autonomy have significant effect on leadership. Besides, work setting has no effect on leaderships and leadership has no effect on organizational citizenship behaviors.Keywords: Work Value,Autonomy, Work Setting, Leadership, OCB, Hotel Industr
PENGARUH GENDER, COMMITMENT, COMMUNICATION, DAN CONFLICT HANDLING TERHADAP CUSTOMER LOYALTY PADA SALAH SATU BANK SWASTA DI INDONESIA
Full text linkThe background of this research is how to winning the competitions in banking industry sector, build a relationship and make customers to be loyal, to makes banking managers must strive to develop their strategy to achieve customer loyalty. The objectives of this research is to investigate the effect of gender, commitment, communication and conflict handling on customer loyalty in Indonesian private banking. A theoritical framework was developed to test the effect among the study construct. The design of this research applies to one of the biggest local bank in Indonesia and the questionares were spreaded away to 150 respondents / customers from 4 branches in Jakarta and by using purposive sampling. The results of this research show that gender does not significantly effect on customer loyalty but commitment, communication and conflict handling are significantly effect on customer loyalty.Keyword : gender, commitment, communication, conflict handling and customerloyalt
PENGARUH KEADILAN ORGANISASI TERHADAP KOMITMEN AFEKTIF MELALUI KEPUASAN KERJA PADA PERUSAHAAN PERBANKAN SWASTA DI DKI JAKARTA
Full text linkThis research refers to a previous study conducted by Matthew S. Crow, Chang-Bae Lee Jae-Jin and Joo (2011) and completed by Andy Myhill & Ben Bradford (2012). This research is about “The Impact of Organizational Justice to Affective Commitment mediated by Job Satisfaction on Banking Companies In Jakarta”. The background of this research is to analyze the Affective Commitment as determining factors dedication and loyalty in banking industry. The purpose of this research was to examine the impact of Organizational Justice to Affective Commitment mediated by Job Satisfaction. The design of this research using primary data obtained by distributing questionnaires to 130 employees of Private Bank in Jakarta. Data analysis method used in this research is Structural Equation Model (SEM). The results of this research concluded that there is a positive effect of Organizational Justice, Procedural Justice, Distributive Justice, Interactional Justice against Affective Commitment through Job Satisfaction
ANTESEN CUSTOMER LOYALTY PADA BUDGET HOTEL
Full text linkThis research discusses the effects of Service Quality on Customer Satisfaction, Customer Loyalty, and Brand Image Budget hotel (Five Budget Hotel Managed by local chain hotel). The purpose of this study were 1) to analyze the effects of Service Quality on Customer Satisfaction, 2) to analyze the effects of Service Quality on Customer Loyalty, 3) to analyze the effect of Customer Satisfaction to Customer Loyalty, 4) to analyze the effects of Service Quality on the Brand Image, 5 ) to analyze the influence of the Customer Satisfaction Brand Image, 6) to analyze the effect of Customer Loyalty to Brand Image. The design of this research using primary data obtained by distributing questionnaires to 250 respondents eligible stayed at the Budget Hotel at least 1 time in last 12 months. Respondents were selected using purposive sampling method and the data were analyzed using AMOS version 22.0 and SPSS version 22.0. The proposed model was tested using Structural Equation Modeling (SEM) and analyzed using AMOS. This study shows that 1) Service Quality found to have an influence on Customer Satisfaction, 2) Service Quality found to have an influence on Customer Loyalty, 3) Customer Satisfaction is found to have an influence on Customer Loyalty, 4) Service Quality found to have an influence on brand image, 5) Customer Satisfaction is found to have an influence on Brand Image, 6) Customer Loyalty found to have an influence on the Brand Image. The results of this study concluded that there is a positive influence of the Service Quality on Brand Image through the Customer Satisfaction and Customer Loyalty. Future researches are recommended to increase the factor of First Impression, Favorable Location, Hotel Core Product and Hotel Deals. Not only on the Budget Hotel research, but also be able to develop this research in the other service company such as travel, restaurant and hospital
PENGARUH PERSEPSI PEGAWAI MENGENAI OUTSOURCING TERHADAP KEPUASAN KERJA DAN TURNOVER INTENTION
Full text linkThe Background of this research was the trend of companies’ outsourcing human resource (expertise and specialists) to accomplish tasks more cheaply and efficiently to increase productivity. The objective of this research was to find out the impact of employees’ perception of outsourcing human resource on their job satisfaction and turnover intention. To achieve this objective the quantitative research has been done by using explanatory survey method. The design of thisresearch applies quantitative approach. The samples for the study consisted of 115 human resource division employees of three Banks in Jakarta. The primary data in this research was obtained by using closed ended questionnaires. Non probability sampling method with the convenience sampling technique was employed to select the sample. Data analysis used in this research was Structural Equation Modeling (SEM). The result of this research concludes that employees’ positive perception of outsourcing human resource increases their job satisfactionand decreases their turnover intention whereas negative perception of outsourcing human resource decreases job satisfaction and subsequently increases turnover intention. Based on the result of the research, it is important that a company outsource human resource to increase productivity
PENGARUH PERCEIVED SERVICE QUALITY TERHADAP UNIBRAND PERFORMANCE MELALUI SATISFACTION PADA UNIVERSITAS SWASTA
Full text linkThis study refers to an earlier study that has been done by Sultan & Wong (2014). Thepurpose of this study was to determine the influence of Perceived Service Quality on the UniBrand Performance through Satisfaction in Private Universities. The design of this research is hypothesis testing using primary data obtained by distributing questionnaires directly to the 200 respondents who were active students of Private Universities in Jakarta. The analytical method used is Structure Equation Model (SEM). The result of this research conclude that there is a significant and positiverelation between Perceived Service Quality and Satisfaction. There is a significant and positive relation between Satisfaction and UniBrand Performance. There is a significant and positive relation between Perceived Service Quality and UniBrand Performance
PENGARUH INTERPERSONAL BASED MEDICAL SERVICE ENCOUNTERS TERHADAP SERVICE QUALITY , PATIENT SATISFACTION AND PATIENT TRUST
Full text linkThis study aimed to examine the effect of Interpersonal Based Medical Service Encounters on Service Quality, Patient Satisfaction and Patient Trust. This study used a non-probability sampling with purposive sampling technique in which 200 respondents experienced patients in the ARF beauty care clinic and dental clinic serve as a sample. Analysis tool used is the method of data analysis used in this study is a structural equation model (SEM) with the AMOS program uses.From the results of this research is that the factors that can drive the satisfaction of clinic attendees are factors of service quality and service medical encounters need to consider these three to be able to drive satisfaction patient. Service quality factors, gave the need for greater attention to the factors courtesy of the staff to the patients in which this can be done by providing training and guidance is also well to the staff, especially how to be nice and polite to the patient clinic. For future studies it is advisable to increase the number of samples, variables used, and applied inother service industries.Keywords: Interpersonal Encounters.Service Based Medical Service Quality, Patient Satisfaction,Patient Trust
PERBEDAAN EFEK TINGKAT PERLAKUAN ISTIMEWA YANG BERHUBUNGAN DENGAN PENDAPATAN: SEBUAH STUDI EMPIRIS PADA PELANGGAN TOKO SERBA ADA
Full text linkThis study intends to empirically explore how the practices of loyalty programs conducted by the store management (department store) which benefit for customers so as to provide results that benefit both parties as a relational outcome consisting of relationship commitment, Increased purchases, share of customer, word of mouth and customer feedback, which is completed by respondents profile as control variables such as age, education and income levels. With sample 66respondents to test the hypothesis using MANOVA. Differential test results showed that there are differences in relationship commitment, increased purchases, share of customer, word of mouth, and customer feedback with a high level of preferential treatment, medium and low on the customer department store. Similarly, the age, income and education at the department store customersthere are differences there are differences in relationship commitment, Increased purchases, share of customer, word of mouth, and customer feedback. The results of testing the fifth hypothesis states that preferential treatment will give a high positive influence on relationship commitment, Increased purchases, share of customer, word of mouth, and customer feedback. The test result of five hypothesis states that high preferential treatment will give positive influence to the relationship commitment, increased purchases, and share of customer, word of mouth, and customer feedback. On relationship commitment is not significant covariates of age, but the share of customer revenue and customer feedback and education are not significant, whereas age has the effect of preferential treatment exhibited significantly coupled with the age factor share of the customer to customer.Similarly, the positive word of mouth, only the opinion of significant covariates as control variables of preferential treatment. These three covariates age, income and education only significant simultaneously at Increased purchase only
PENGARUH BRAND FAMILIARITY TERHADAP PURCHASE INTENTION MELALUI BRAND FIT PADA HOTEL MULIA JAKARTA
Full text linkThe purpose this paper is to examine the effects of Brand familiarity and Brand Fit on Purchase Intention towards the offerings of co branded hotels. The findings showed that the fit between cobrands mediate the relationship between Brand familiarity and Purchase Intention. In particular, a well-known co-branded hotel a high level of Brand Fit could directly or indirectly affect consumer decision-making processes regarding Purchase Intention towards the co-brand. conversely, a lessfamiliar co-branded hotel had positive effect on Purchase Intention only if respondents perceived a good fit between allied brands. Brand Fit could be a more important factor than Brand familiarity in influencing the success of hotel co-branding strategis. future research to examinate the co-branding concept in different social and cultural contexts and also from different perspectives, such as owners or manager is recommended. Most hospitality studies focus on co-branding between hotels and restaurant. This study empirically investigated the effects co-branding on consumer behavior in thehotel sector
KETERKAITAN PERCEPTION OF INTERNAL ENVIRONMENTAL UNCERTAINTY TERHADAP INTENTION TO CONTINUE
No full textThis research is observing about the Perception of internal environthental uncertainty to Service Performance, and then Service performance to Satisfaction, and then Satisfaction to Intention to Continue. Data was gathered by spreading the questionnaire to 130 respondents who manager from service industry to using provider mobile phone. The sampling technique was using a purposive sampling. The analysis tool used was Structural Equation Modeling using Amos version 16 software. The hypothesis testing result shows that Perception of internal environmental uncertainty has a negative effect to Service Performance, and Service performance has a positive effect to Satisfaction, later Satisfaction has a positive effect to Intentions to Continue. It is hoped for the next research to explore another services industry beside and also adds another variable which also has an effect to the variables observed by this research.Keywords : Perception of internal Environmental Uncertainty, Serv ce Performance, Satisfaction, Intention to Continu