Jurnal Manajemen dan Pemasaran Jasa
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ANTESEDEN DAN KONSEKUENSI DARI KUALITAS HUBUNGAN
Get PDFThis antecedents and consequences research is from relationship quality aimedto analyze the use of relationship quality dimensions such as customer orientation,relational orientation, mutual disclosure and service providers attribute, that are will impact to share of purchase, relationship continuity dan word of mouth in certain service industry like restaurant. The method of this reasearch is convenience sampling by givingquestionnaires to D’Cost costumers in Gondangdia region, South Jakarta within one month with 185 respondents. The result of this emperical research is relationship quality in service industry D’Cost showed customer orientation has significant influence to relationsip quality, relational orientation has significant influence to relationship quality, mutual disclosure has significant influence to relationship quality, service providers attributes has significant influence to relationship quality. Whereas, relationship quality has significantinfluence to share of purchase, and relationship quality has influence to relationship quality mwhich influence word of mouth.Keywords : relationship quality, relational orientation, customer orientation, mutual disclosure, service providers, share of purchase, word o
PENGARUH DARI IDENTITY TERHADAP BRAND VALUE, SATISFCATION, TRUST AND BRAND LOYALTY
Get PDFThe purpose of this study was to analyze the influence of brand identity on brand value,customer satisfaction and brand trust and the influence of brand value and customer satisfaction on brand trust and its impact on brand loyalty. Respondents in this study is the beauty clinic customers in Jakarta which consists of 112 respondent . Structural Equation Modeling (SEM) with AMOS version 16 used in this study for data analysis . Results of the testing showed that the brand identity has a positive influence on brand value and brand trust, and customer satisfaction and brand value has a positive influence on brand trust that subsequently will have positive influence on brand loyalty. The results also showed that the brand identity does not have an influence on customer satisfactio
ANTESEDEN ATTITUDE TOWARDS M-BANKING DAN DAMPAKNYA TERHADAP BEHAVIORAL INTENTION TO ADOPT M-BANKING
Get PDFThe background of this research was mbanking users in Indonesia is still low despite the mobile phone users in developed and developing countries in the world has increased rapidly since 21st century. Some bank companies in Indonesia has been offering mbanking service but the use of mbanking for financial transaction is still low and limited. The objectives of this research was to analyze the antecedents of attitude towards mbanking and its impact on behavioral intention to adopt mbanking.The design of this research applies hypothesis testing. 200 samples selectedfrom prospective user of 3 government bank. The sampling technique was purposive sampling with crosssectional study. Data analysis used in this research was collected by questionnaire technique with item of statements for each variable. In order to obtain valid and reliable instrument tool, validity and reliability test has been done. The result of this research conclude that there is positive effect perceived usefulness, perceived ease of use, perceived competence, perceivedcommunication, perceived privacy and security, society influence, and facilitating condition on attitude towards mbanking.This study supports that there is positive influence on attitude towards mbankingon behavioral intention to adopt mbanking
PENGARUH CORPORATE GOVERNANCE TERHADAP KINERJA PERUSAHAAN MANUFAKTUR YANG TERDAFTAR DI BURSA EFEK INDONESIA
Get PDFThe purpose of this research is to determine the effect of corporate governance on the firm performance of companies listed in the Indonesia Stock Exchange.The sample examined in this research consist of 40 manufacturing companies in Indonesia Stock Exchange (BEI) from 2008 to 2012 using purpose sampling as its sample selection techniques. Independent variables from this research are board structure, board committees, board meetings, board size, executive directors and independent non-executive directors. Dependent variables are return on assets (ROA) and return on equity (ROE). The analysis method use are the classical assumption test, multiple regression, and the t test. the result of the t test showed, board structure has no effect on corporate performance as measured by return on assets (ROA), but a negative effect on company performance as measured by return on equity (ROE),board committees positive effect on the firm performance, board meetings had no influence on the performance of the company, board size has a positive effect on the firm performance, executive directors do not have an influence on the company’s performance as measured by return on assets (ROA) and return on equity (ROE), independent non-executive directors have a negative effect on corporate performance as measured by return on assets (ROA), but does not affect the company’s performance as measured by return on equity (ROE).Keywords: Corporate governance, firm performance, board structure, board committee, board meeting, board size, executive directors, independent non executive directors, return on asset, return on equity
PENGARUH JOB EMBEDDEDNESS TERHADAP KEPUASAN PELANGGAN
Get PDFUsing a new construct, Job Embeddedness (JE), from the business management literature,this study examines the effects of JE on Job Performace (JP) and Costumer Satisfaction (CS)at PT. Bayer Indonesia. Samples from the company at PT Bayer Indonesia were collected bymailing a questionnaire survey to those who agreed to participate.The results of this studyindicate that the following variables have a significant impact on Job Embeddedness Fit,Links, Sacrifice, Job Performance and Costumer Satisfaction.The study suggests that the PTBayer Indonesia can improve JP by influencing its JE, specifically, by developing fit, links andsacrifice. The study provided that it is necessary to pay more attention to the dimensions of JEas a key source for organizations to enhance the competitive advantage which is of primesignificance for JP and CS. JE is valuable for evaluating employee retention in PT BayerIndonesia. The study observes that there is a critical shortage of JE and that a greaterunderstanding of the factors that influence the JP, including fit, links and sacrifice, is of greatimportance. Therefore, this study is to examine the relationship between JE, JP and CS amongemployees at PT Bayer Indonesia.Keyword: Job Embeddedness, Job Performance and Costumer Satisfactio
HUBUNGAN PERCEIVED ORGANIZATIONAL SUPPORT TERHADAP ORGANIZATIONAL CITIZENSHIP BEHAVIOR MELALUI ORGANIZATIONAL COMMITMENT PADA BEBERAPA PUSKESMAS DI DKI JAKARTA
Get PDFThis research refers to a previous study conducted by Nicolas Raineri et al., (2012). This research is about “The Impact of Perceived Organizational Support to Organizational Citizenship Behavior mediated by Organizational Commitment on some health centers in Jakarta”. The background of this research is to analyze the Organizational Citizenship Behavior as determining factors of motivation in the health care industry. The purpose of this researchwas to examine the relationship Perceived Organizational Support on Organizational Citizenship Behavior through Organizational Commitment. The design of this research using primary data obtained by distributing questionnaires to 100 employees medical and nonmedical health center in Jakarta.. Data analysis method used in this research is Structural Equation Model (SEM). The results of this research concluded that there is a positiverelationship Perceived Organizational Support on Organizational Citizenship Behavior through Organizational Commitment.Keywords: Perceived Organizational Support, Organizational Citizenship Behavior,Organizational Commitmen
PENGARUH BRAND CREDIBILITY TERHADAP INFORMATION EFFICIENCY DAN RISK REDUCTION, SERTA DAMPAKNYA ATAS REPURCHASE INTENTION
Get PDFThis research conducted to know the influence of Brand Credibility to Information efficiency andRisk reduction, also the influence of Information efficiency and Risk reduction to Repurchaseintention. This research aimed to know the influence of Brand Credibility to Repurchase intentionthat mediated by Information efficiency and Risk reduction. The methodology of this research istesting hypothesis research. The sample collecting by questionnaire of 150 respondents fromStarbucks Coffee who visit Starbucks Coffee minimum 2 times in the last 2 months. The samplecollection tchenique used in this research is purposive sampling. The analysis tool is structuralequation model (SEM). The result of this research showed there is an influence of brand credibilityto information efficiency, also found the influence of brand credibility to risk reduction, theinfluence information efficiency to repurchase intention, and influence risk reduction to repurchaseintention. This research conducted in the limited field, that is Starbuck Coffee in West Jakarta areaonly and this research do not put others variables such as related variable to Brand credibility. Theimplication of this reseach is manager able to apply marketing strategy to improve repurchaseintention. This research able to be as reference for marketing to apply the strategy to improvetheir selling.Keywords: Brand Credibility, Information efficiency, Risk reduction, Repurchase intentio
ANTESEDEN DAN KONSEKUENSI DARI CUSTOMER SATISFACTION PADA RUMAH SAKIT UMUM DAERAH DI SURABAYA
Get PDFThe background of this study was to entrust the health services to hospitals on quality, consumers willhave the brand attitude, brand attitude of consumers to the brand overall evaluation. Or a positiveassessment of the brand can lead customers into believing the services provided so that the companybelieves this attitude that led to patient satisfaction and intent to return again using the sameservice.Customer satisfaction is the impact of the quality of the results, the quality of the interaction,the quality between the patient and the patient and medical personnel. When quality reliable whichhas prestige in this regard may lead the consumer to use the services and then the attitude of loyalty isformed. With the level of consumer loyalty can deliver a positive attitude towards the Hospital thatconsumers can trust and become advocates in maintaining quality. The aim of this study was toanalyze the effect of the importance of quality outcomes, Interaction Quality and Peer-to-peer Qualityto create the Customer Satisfaction which would impact on Customer Loyalty. This study design usinghypothesis testing aims to examine the relationship between the variables studied. a sample of 150patients were examined you ever come to hospitals Surabaya. The sample used was purposivesampling. The model used is based on research criteria. Analysis of the data used in this study werecollected by using questionnaires, by providing a written statement to the respondent. In addition, therespondents to respond to the statement given. Questionnaires were administered closed and wherethe answer is already available, In this study before distributing questionnaires to test the validity andreliability of research instrument to get a measuring instrument valid and reliable. Results of this studyconcluded that the Outcome Quality, Interaction Quality, Peer-to-peer Quality positive and significantimpact on Customer Satisfaction. Customer Satisfaction positive and significant impact on customerloyalty. Overall service hospital in Surabaya, especially Hospital Dr Soetomo give pelyanan good, theservice pleasant, decent and positive so that the patient or the consumer will invite friends and familyto seek treatment in hospitals in Surabaya is and respondents did not miss the opportunity to tellothers things -it is good about the hospital in Surabaya. If consumers hear bad news or negative aboutthe hospital in Surabaya, consumers will straighten that is not good news because consumers are sureto invite friends and family to the hospital in Surabaya for treatment.Keywords : Quality outcomes, interaction quality and peer-to-peer quality, customer satisfaction andcustomer loyalty
ANTESEDEN DAN KONSEKUENSI DARI BRAND TRUST PADA PELANGGAN PUSAT KESEHATAN MASYARAKAT DI PAPANGGO II
Get PDFThe background of this research refers to a previous study conducted by Kemp et al., (2012). Theobjectives of this research was to determine whether the Brand Trust has an influence on theAffective Commitment and Affective Commitment to Brand Advocacy on public health services.The design of this research applies primary data obtained by distributing questionnaires directlyto the 200 users of health services in a community health center in Jakarta. Data analysis used inthis research was Structural Equation Model (SEM). The results of this research conclude thatthere is a positive influence on Brand Trust Affective commitment. There is a positive influenceaffective commitment to Brand Advocacy.Keywords : Brand trust, Affective Commitment, Brand Advocac
PENGARUH CUSTOMER SOCIABILITY DAN CUSTOMER SERVICE EXPERIENCE TERHADAP WORD OF MOUTH POSITIF DI RUMAH SAKIT GIGI DAN MULUT TRISAKTI
Get PDFPurpose – Since positive word-of-mouth (WOM) is an expression of customer-actualizedvalue, the paper postulate that WOM is not only related to a holistic set of assessments ofthe service experience but also to the idiosyncratic nature of the individual customer. Inparticular, do socially oriented individuals have a greater propensity to engage in positiveWOM? The purpose of this paper is to test hypotheses that customer sociability as well as aset of dimensions of the total service experience, are antecedents of positive WOM. Thecontext studied is a dental treatment involving considerable personal meaning and implicationin the whole service process.Design/methodology/approach – A cohort of 120 patients arestudied post-treatment. Independent variables include the agreeableness and extraversion,other-oriented values, as well as dimensions of the service experience assessed by informationadequacy, pain and discomfort, patient-to-patient interaction, patient-to-personnelinteraction, and recovery outcomes. The dependent variable is the strength of positive WOMintentions.Findings – The sociability of patients as measured by their agreeableness,extraversion and other-oriented values is significantly related to the strength of positiveWOM intentions. Also, to varying degrees, all dimensions of the service experience areassociated with positive WOM intentions.Keywords: Sociability, Customer loyalty, Customer service experience, word of mout