Jurnal Manajemen dan Pemasaran Jasa
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PENGARUH KUALITAS SERVICE TERHADAP KEPUASAN, KEPERCAYAAN, DAN KECENDERUNGAN BERPERILAKU MAHASISWA PADA PERGURUAN TINGGI DI JAKARTA
Get PDFDevelopment and growth of universities in Jakarta encourage each university to achieve the best quality to get more students. This action need certain steps particularly by improve quality service. In this research will analyze the effect of service quality to students’ behavior intention, so university able to see the effect of quality service. The method in this study was Structural Equation Model(SEM), as subject research is students, and the data used primer data that collected by questionnaire. The result of this study showed a good service has effect to trust of behavior intention. However, this research also found the effect of satisfaction to trust is significant although it is weak effect, this also occur to the quality of service to trust and service quality. For the effect of quality service to behavior intention in this research showed strong effect. By the result of this research, it is hope that university able to manage the quality service better and more focus to student as customer because of tendency of their behavior.Keywords: service quality, trust, behavior intentio
FAKTOR-FAKTOR PENENTU STRUKTUR MODAL PERUSAHAAN NON KEUANGAN YANG TERDAFTAR DI BURSA EFEK INDONESIA
Get PDFThis research discusses whether there are effect of capital structure on leverage. Independentvariable consist of firm size, firm growth, tangibility of assets, profitability, and risk. Dependentvariable divided into 3 indicators such as total debt ratio, long term debt ratio, and short termdebt ratio. The study consisted of 164 nonfinancial industries, which was obtained from officialwebsite of Indonesia Stock Exchange (http://www.idx.co.id). The sampling method used in thisstudy was purposive sampling and data analysis method used for hypothesis testing is linearregression analysis. The results of hypothesis testing showed that there is influence betweencapital structure on total debt ratio and short term debt ratio. But not too significantly to longterm debt ratio. The contribution of this study hopefully can help managers and investors aliketo make a right decision in nonfinancial industry in Indonesia.Keywords: capital structure, growth, long term debt ratio, risk, ROA, short term debtratio, size,tangibility of assets, total debt ratio
PENGARUH KUALITAS PELAYANAN DAN CITRA KORPORASI TERHADAP KESETIAAN PELANGGAN MELALUI KEPUASAN PELANGGAN
Get PDFThe background of this research is Customer loyalty as a competitive advantage in serviceindustry. The objective of this research is to examine the impact of Service quality, Corporateimage on Customer loyalty through Customer satisfaction. The design of this research appliesprimary data obtained by distributing questionnaires to 200 patients of Womens’s and Children’sHospital in Jakarta. Data analysis method used in this research is Structural Equation Model(SEM). The result of this research concludes that there is positive impact Interaction quality,Peer-to-peer quality, Corporate image toward Customer satisfaction, and there is positive impactInteraction quality, Peer-to-peer quality, Corporate image, Customer satisfaction towardCustomer loyalty. Meanwhile, there is no positive impact Outcome quality towards Customersatisfaction and Customer loyalty.Keywords: Service quality, Outcome quality, Interaction quality, Peer-to-peer quality, Corporateimage, Customer satisfaction, Customer loyalt
PENGARUH MANAJEMEN KARIR TERHADAP KEPUASAN KARIS MELALUI KOMPETENSI PEGAWAI
Get PDFThe purpose of this research is to acknowledge the effect of a career management toward the career satisfaction through the career competency of the staff at Park Lane Hotel, Jakarta. The data samples of this research are random spread to the hotel staffs. Out of 125 respondents from all levels of staff positions in Park Lane Hotel, only 120 data are performed. The dataanalysis in this research is measured by Structural Equation Modelling with Amos 6.0. Due to data analysis, it is discovered that career management has a positive and significant effects toward the career satisfaction of the hotel staafs, as to the career management has no effect to the career competency of the hotel staffs. The career competency has positive and significant effect to the career satisfaction, and the career competency cannot mediated the relation between career management to the career satisfaction of the hotel staffs.The implication for the manager of the Park Lane Hotel, Jakarta is to give serious activities concerning the career management to the staff that will assist them to gain more knowledge of the update industry development to gain higher in the career satisfaction of the staffs. In the future research, it needs more details concerning the organization effect and individual and culture factors of the staffs.Keywords : career management, career satisfaction and career competency
ANTECEDENTS DARI BRAND EQUITY PADA HOTEL SANTIKA DI BSD TANGERANG
Get PDFThis study refers to previous studies, by kevin kam Fung So and Ceridwyn King (2009). The background of this research was to prove the management approaches that brand equity as the key assets for hotel industries and provide brand manger hotel to evaluate brand equity as an outcome brand strategies. The objectives of this research was : (a) the positive effect of company’s presented brand to brand awareness, (b) the positive effect of company’s presented brand to brand meaning, (c) the positive effect of external brand communications to brand awarenessm, (d) the positive effect of external brand communications to brand meaning, (e) the positive effect of customer experience with company to brand meaning, (f) the positive effect of brand awareness to brand equity, (g) the positive effect of brand meaning to brandequity. The design of this research applies a survey toward unit of analysis on the hotel and to interview the customers for testing hypothesis. Meanwhile the required data consist of six variables; company presented brand, external brand communications, customer experience with company, brand awareness, brand meaning, and brand equity. The aggregate numbers of customer being respondent of the study are 150. Data analysis used in this research wasconsists of Structural Equation Method by LISRELL 8.7 as software. The result of this research conclude that variable of company’s presented brand had effect to brand awareness, company’s presented brand had effect to brand meaning, external brand communications had effect to brand awareness, external brand communications had effect to brand meaning, customer experience with company had effect to brand meaning, brand mening had effect to brand equity, and brand awareness had effect to brand equity.Keywords : Brand equity, Hotels, Brand Awareness, Customer satisfactio
PENGARUH EVALUATIVE DIMENSIONS OF ADVERTISING TERHADAP BEHAVIORAL INTENTION MELALUI EMOTIONAL RESPONSES DAN PERCEIVED VALUE
Get PDFThe purpose of this research was to investigate how the company can win the competition and satisfied customers through the promotional activities that affect the behavioral intention. The design of this research applies a survey in Pizza Hut restaurant the customers for testing the hypothesis. Meanwhile the required data consist of three variables are evaluative dimensions of advertising as independent variable, emotional responses and perceived value as intervening variable. Finally, behavioral intention as dependent variable.The aggregate numbers of customer being respondent of the study are 150 customer. Data analysis used in this research was consists of Structural Equation Modelling by AMOS 6.0 as software. The result of this research conclude that people consider another customer’s failure to be the firm’s responsibility when they perceive that the failure is under the firm’s volitional control (i.e. controllability attribution). This controllability attribution leads to customer expectations of compensation for recovery from dissatisfaction.Keywords : Advertising, Behavioral Intention, Customer Satisfaction, EmotionalResponses, Perceived Valu
KEPUASAN DAN LOYALITAS KONSUMEN PADA ONLINE MARKET DI INDONESIA
Get PDFThe goal of this research activity is to investigate what things will improve consumer satisfaction and loyalty of online stores in Indonesia. Researchers can take advantage of the results obtained and then menginformasikannya and giving knowledge to the company so they know what things need to be improved and safeguarded against consumers shop online; as well as prevent things which will reduce consumer satisfaction. The findings in this study indicate that there is a positive influence a) adaptation (adaptation), (b) interaction (interactivity), (c) maintenance (nurturing), (d) commitment (commitment), (e) network (network), (f) diversity (assortment), (g)the ease of transaction (transaction ease), and (h) the agreement of usage(engagement) towards customer satisfaction, there is a positive influence customer satisfaction to customer loyalty, there is a positive influence of Inertia, of the relationship between customer satisfaction and customer loyalty, and there is a positive influence Trust affect the relationship between customer satisfaction to customer loyalty The result of this research has implications for the business online, to increase the satisfaction and loyalty of customers on the company maintains, secondly, to academics who want to develop a theory that advanced. Recommendations for further research are expected to be able to use the online shop globally as a comparison object of research, the addition of other variables also affect customer satisfaction and loyalty in the online market.Keyword: Customer Satisfaction, Loyalty and Online Marke
PENGARUH DUKUNGAN TOP MANAJEMEN, BUDAYA LAYANAN, DAN ORIENTASI PELAYANAN DALAM KUALITAS LAYANAN TERHADAP KEPUASAN PELANGGAN DAN LOYALITAS PELANGGAN
Get PDFThe purpose of this paper is to examine whether there is a relationship between variable stop management support, service culture and service orientation. Where is the service culture is antecedent of service orientation. This case, was also examined the relationship between service orientation, service quality, customer satisfaction and customer loyalty in starbucks coffee cibubur square, cibubur junction, bogor rest area, botani square, and university of indonesia. In this study, data were collected through surveys and structural equation modeling is used for data analysis. The number of samples as many as 100employees and 100 customers starbucks coffee that is divided in cibubur square, cibubur junction, bogor rest area, botani square, and university of indonesia and 100 customers of Starbucks Coffee. Factor analysis with SPSS and structural equation model with AMOS program used to test the hypothesis.The results of this study indicate that the support of top management, the service culture was positively related to service orientation and service quality. However, the service quality to customer satisfaction found a negative relationship.Then between customer satisfaction and customer loyalty is strong and positively related to each other.Keywords : Services, Organizational culture, Service quality, Satisfaction, Loyalty
ANTESEDEN DAN KONSEKUENSI DARI PRICE SATISFACTION
Get PDFThe purpose of this paper is to explore the antecedents and consequents of price satisfaction. It argues that price satisfaction is composed of several dimensions (price transparency, pricequality ratio, relative price, price confidence, price reliability, and price fairness) and that companies should consider these dimensions when monitoring customer price satisfaction.Based on a theoretical discussion of the price dimensions, a questionnaire is developed that measures customer satisfaction with individual price dimensions. Using structural equation model analysis, the impact of price satisfaction dimensions on overall price satisfaction is measured, using a sample of 100 respondent that also customers from several car workshops.The research was analyzed with Structural Equation Model to analyze the path effect between the variable to answer the hypothesis testing. Before doing the structural equation model, thedata was tested with instrument testing, consist of validity and reliability test. Goodness fit measure was also used to make sure that the structural equation model in good fit condition.The result showed that price satisfaction, price confidence, price quality ratio, price fairness, and price transparency have significant effect toward price satisfaction. The relative price variable didn’t have significant effect toward price satisfaction. For the price satisfaction toward word of mouth, also didn’t give significant result. Based on the measurement of price satisfaction, managers are able to identify the drivers of price satisfaction, their satisfaction and relative importance in different market segments and, consequently they are able to take the right measures to increase customer satisfaction and word of mouth.Keywords : Price satisfaction, word of mouth, car workshop
PENGARUH PERCEIVED VALUE AND PERCEIVED QUALITY TERHADAP KEPERCAYAAN KONSUMEN DI RUMAH SAKIT KARTIKA SARI
Get PDFThe background of this research was consumer loyalty has become one of the principal lines of research in marketing. Some authors consider that studies oriented towards the analysis of perceived quality and satisfaction make sense in the framework of the explanation of purchasing loyalty, because customer loyalty has become the principal objective of firms.The objective (s) of this research was identifying the effect perceived value and perceived quality toward consumer’s trust honesty and consumer’s trust benevolence. The design of this research applies hypothesis testing to examine all hypotheses in this study. The method used in this study is multiple regressions between independent variables and dependent variable. Data analysis used in this research was collected by distributing questionnaires which were distributed on 110 respondents at Kartika Sari Hospital. There were 107 responses of which 100 completed and usable for analyzed by multiple regressions. The result of this research conclude that the professionalism, perceived quality, value monetary costs, value non monetary costs have positive and significant impact on consumer’s trust honesty dan consumer’s trust benevolence.Keywords : Sonsumer loyalty, Perceived value, Perceived quality, Satisfactio