Jurnal Manajemen dan Pemasaran Jasa
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PENGARUH KEPEMIMPINAN TRANSFORMASIONAL TERHADAP ORGANIZATIONAL CITIZENSHIP BEHAVIOR (OCB) MELALUI PEMBERDAYAAN KARYAWAN DARI BEBERAPA FAKULTAS DI UNIVERSITAS TRISAKTI JAKARTA
Get PDFThis research is about “The Effect of Transformational Leadership On Organizational CitizenshipBehavior Mediated by Employee Empowerment Employees On Faculty of Law, Faculty of CivilEngineering and Planning, and Faculty of Landscape Architecture and Technic Environment TrisaktiUniversity Jakarta”. The background of this study is to analyze the factors that can influence theOrganizational Citizenship Behavior Of Employees Faculty of Law, Faculty of Civil Engineeringand Planning, and Faculty of Landscape Architecture and Technic Environment Trisakti UniversityJakarta. The design of this research using primary data obtained by distributing questionnairesto 114 Employees Faculty of Law, Faculty of Civil Engineering and Planning, and Faculty ofLandscape Architecture and Technic Environment Trisakti University Jakarta. Data analysis methodused in this research is Structural Equation Model (SEM). The results of this research concludedthat there is a positive influence on Transformational Leadership against Employee Empowerment,there is a positive influence on the Transformational Leadership against Organizational CitizenshipBehavior, and there is a positive influence on Employee Empowerment against OrganizationalCitizenship Behavior.Keywords: Transformational Leadership, Employee Empowerment, Organizational CitizenshipBehavio
PENGARUH GAYA KEPEMIMPINAN TERHADAP KOMITMEN ORGANISASI MELALUI ASPEK KEPUASAN KERJA KARYAWAN DAN KEPERCAYAAN PADA SEKTOR PERBANKAN
Get PDFThis research refers to the previous research which has done by Chiang and Wang (2012)and also completed by Kalber and Cenker (2007). This research is about “the impact of leadershipstyle on organization commitment mediating by job satisfaction and trust on employed at banksectors”. The background of this research is to know the impact of leadership style on organizationcommitment. The purpose of this research is to examine the impact of leadership style onorganization commitment mediating by job satisfaction and trust. The research is using primarydata by spreading questionnaires to 250 employes of banking sectors in DKI Jakarta, such as:Bank Mandiri, Bank Negara Indonesia, Bank Jabar, Bank Bukopin and Bank Central Asia during2015, however there are 201 questionnaires were returned. The method of data analysis used isStructural Equation Model (SEM). The result of this research concludes that there are positiveimpacts of leadership style on organization commitment mediating by job satisfaction and trust.Keywords: Leadership Style, Job Satisfaction, Trust, Organization Commitment, Banking Sectors
PENGARUH REPUTASI KLINIK DOKTER GIGI TERHADAP REKOMENDASI DAN LOYALITAS PASIEN
Get PDFThe purpose of this paper is to highlight the influence reputation of dental clinic torecommendations and patient loyalty..The objectives of this research was : (a) the positiveeffect of perceived value to customer satisfaction, (b) the positive effect of customer satisfactionto loyalty, (c) the positive effect of customer satisfaction to reputation, (d) the positive effectof customer satisfaction to recommendation, (e) the positive effect of reputation to loyalty, (f)the positive effect of reputation to recommendation, The design of this research applies aquestionnaire toward of patient as a customer in Dentist and Dentists dental clinic for testinghypothesis. Meanwhile the required data consist of five variables; perceived value, customersatisfaction, reputation, recommendation, and loyalty. The aggregate numbers of customerbeing respondent of the study are 100. Data analysis used in this research was consists ofSmart Partial Least Square Regretion as software. The result of this research conclude thatvariable of perceived value had a positive effect to customer satisfaction, variable of satisfactionhad a positive effect to loyalty, reputation, recommendation and variable of reputation had apositive effect to recomendation but reputation had negatif effect to loyalty.Keywords : Reputation, Recommendation, Loyalt
ANTESEDEN CUSTOMER LOYALTY PADA LOW COST CARRIER AIRLINE
Get PDFThe background of this research was Customer loyalty as a competitive advantage in serviceindustry.The design of this research applies a survey toward unit of analysis on Low Cost CarrierAirline to interview the passanger for testing hypothesis. Meanwhile the required data consist offive variables; Recovery Satisfaction, Corporate Social Responsibility, Customer Trust, CustomerLoyalty. The aggregate numbers of customer being respondent of the study are 200. Data analysisused in this research was consists of Path Method by AMOS 22.0 as software. The result of thisresearch conclude that variable of Recovery Satisfaction, Corporate Social Responsibility haspositive effect to Customer Trust; Recovery Satisfaction, Corporate Social Responsibility has positiveeffect to Customer Loyalty; and Customer Trust has positive effect to Customer Loyalty.Keywords: Service Recovery Satisfaction, Corporate Social Responsibility, Customer Trust,Customer Loyalty, Low Cost Carrier Airline
PENGARUH SYSTEMIC FAIRNESS DARI LAYANAN INTERNET BANKING TERHADAP CUSTOMER SATISFACTION DENGAN CUSTOMER TRUST DAN CUSTOMER PERCEIVED VALUE SEBAGAI VARIABEL INTERVENING
Get PDFThe background of this research is to investigate and analyze the effect of systematic fairness from internet banking services to customer satisfaction with customer trust and customer perceived value as intervening variable. The objective of this research findings in internet banking, fairness that includes distributive fairness, procedural fairness and informational fairness is positivelyrelated to customer satisfaction. Trust is identified as the key mediator of fairness to customer satisfaction. The design of this research model based on equity theory and relationship marketing theory that incorporates fairness, trust, perceived value and customer satisfaction. The participants of this sample includes 100 respondents which are the customer of bank on Jakarta. Data analysis applied measuring method on Structural Equation Method (SEM) by using the statistic Lisrel. The result of research indicated that,, systematic fairness has a positive impact to customer satisfaction as well as trust and perceived value of the customer to the satisfaction.Keywords: systematic Fairness, Customer Satisfaction, Trust, Perceived Value
KONTRIBUSI ATRIBUT PRODUK, KELOMPOK EFERENSI, DAN PROMOSI TERHADAP INFLUENCE POWER ANAK KEPADA ORANG TUA
Get PDFThe background of this research was due to the fact that children are unique and potential consumers. The objective of this research was to analyze the effect of factors that form the intention to consume among children and how these factors shape the children’s ability to persuade their parents to purchase goods on their behalves.The design of this research was a survey. The researcher involment in this research was moderate, using non-contrived study setting. The result of this research concluded that promotion had bigger effect on forming the intention to consume snacks among children, compared to the reference groups.Key Words: Product attribute, reference groups, intention to consume, impulsice buying, influence power
PENGARUH KUALITAS PELAYANAN KLINIK GIGI TERHADAP KEPUASAN DAN KEPERCAYAAN PASIEN SEHINGGA MENINGKATKAN KEINGINAN UNTUK BEROBAT KEMBALI
Get PDFThe background of this research was due to intense competition, the management of dental clinic seeks to attract patients by providing excellent quality of service.The objective of this research wasto analyze whether the quality of services provided from a dental clinic can rise the desire of patients to seek treatment again.The design of this research applies a survey. The type of investigation was casuality. Total sample researched was 201 dental patients. The result of this research conclude thatamong the three factors studied, patients trust have the most influence on patient intention for treatment again.Key words: Service quality, costumer’s satisfaction, trust, intention to come
RELEVANSI DIMENSI KUALITAS PELAYANAN DAN PUASAN PELANGGAN BAGI PENGUNJUNG MUSEUM Di TAMAN MINI INDONESIA INDAH
Get PDFThis research study about the effect of tourism on local people\u27s needs and extent to which the benefits to the community museum in Taman Mini Indonesia Indah and also evaluation of service quality to improve visitor satisfaction. The method used in this research is by using a questioner data that spread out through Taman MiniIndonesia Indah customer for knowing their satifaction level. After the data gathered, then it divide into five kind variable (Tangible, Reability, Responsiveness, Assurance & Empathy). The result of this research conclude that : The tangible asset(X1), The reliability(X2), The Responsiveness(X3), The Assurance(X4), TheEmphaty(X5), is giving positive influence and significantly in customer satisfaction.Keywords : Tangible, reability, responsiveness, assurance, empathy,customer satisfaction
MODEL TERINTEGRASI DARI KESETIAAN PELANGGAN PADA BANK PEMERINTAH
Get PDFThis study aimed to analyze the influences of service quality and image on customer loyalty from customer satisfaction that useful for marketing managers in making decisions for the company.This study was conducted on the state banks customers and took 200 customers becamesamples. This study used Structural Equation Model (SEM). The method used is a non probability sampling with purposive sampling techniques. Based on the results of this study is that there’s positive influence of service quality on customer satisfaction and influence of image on customer satisfaction. Furthermore, the customer satisfaction positive influence on customer loyalty, but there’s no positive influence of service quality on customer loyalty from customer satisfaction. Furthermore there’s no positive influence of image on customer loyalty from customer satisfaction.Keywords : Service Quality, Image, Customer Satisfaction, Customer Loyalt
PENGARUH PRODUCT QUALITY, SERVICE QUALITY, IMAGE TERHADAP LOYALTY MELALUI SATISFACTION PADA RESTORAN SUNDA DI JAKARTA
Get PDFNumber of Sunda Restaurant’s consumer in the year of 2009 and 2012 are decreasing although the number of restaurant is increasing. This research test the impact of Product quality, Service quality, and Image through Satisfaction into consumer’s Loyalty by using Convenience Sampling with 200 respondents who have visited and eat in Sunda Restaurant in Jakarta at least twice in the last sixmonths. Tool used to analyze the data is Structural Equation Model (SEM) through AMOS software ver. 18.00. Result shows that Product quality, Service quality, Image, and Satisfaction have positive impact to Loyalty.Key words: Product quality, Service quality, Image, Satisfaction, Loyalt