Jurnal Manajemen dan Pemasaran Jasa
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PENGARUH WORD OF MOUTH DAN PERCEIVED VALUE TERHADAP REPURCHASE INTENTION DILIHAT DARI PERBEDAAN JENIS KELAMIN PASIEN PADA RUMAH SAKIT PERTAMINA
Get PDFRepeat business is important for service providers to be able to succeed in the current economic situation. Considering about the success of sales in General as seen from the number of repeat customers coming and still much cheaper cost to bring long term customers rather than looking for new customers, as well as developing efforts to redirect the customer to use the services ofhis return is critical for the continuity of the subject of a survival of a company. The goal of this research is to examine the behavior of post-consumer shopping includes word of mouth, perceived value, and repurchase intention in the sphere of business services. In addition, there is a gender role as moderator variables. Framework of the theory adopted from previous research to test each connection variables. An analysis of data before it has been revealed thatthere are gender influence of the relationship between word of mouth and perceived value of repurchase intention in the case study of a beauty salon. However, differences in the object of research, the number of samples, and the possible have different results. The findings in this study indicate that gender roles are not very significant in moderating relations word of mouth as well as the perceived value of repurchase intention. However, the perceived value and word of mouth have a significant influence in the repurchase intention. The result of this research has implications for the level of managerial hospital, in order to prevent negative news circulating among patients, second, to academics who want to develop a theory that advanced. Recommendations for further research are expected to be able to use the patients in otherHospitals as a comparison object of research, the addition of other variables also affect repurchase intention.Keywords; marketing, hospitality service, medical industry, Indonesia
EFEK KOMITMEN MANAJEMEN PUNCAK TERHADAP PERILAKU PELAYANAN KARYAWAN DENGAN KEPUASAN KERJA SEBAGAI VARIABEL MEDIASI
Get PDFThe purpose of this paper is to examine the impact of management commitment to service on employee service behaviors and to develop and test a conceptual model of the antecedents and consequences of job satisfaction in the hospitality industry. The conceptual framework consists ofthe following constructs: management support, reward, empowerment, training, job satisfaction, extra role customer service behavior and cooperation. Moreover, six (6) hypotheses were developed and tested. Instrument test of validity and reliability used to test the validity of themeasures, while multiple regression was used in hypotheses testing. Data were collected from110 respondent who are working at Sekolah Dian Harapan Daan Mogot, Jakarta Barat. Strong support was found for 1 of the 6 hypotheses. Findings reveal that management support has positive effects on job satisfaction. It is shown that reward, empowerment, training are notrelated to job satisfaction. Moreover, it is demonstrated that the two dimensions of service behavior – extra-role customer service behaviors and cooperation also are not related to jobsatisfaction. Importantly, it is found that job satisfaction can be created from employee servicebehavior as the school is applying the management support to the employees.Keywords: school, management commitment, management support, employee job satisfaction,service behavior
PENGARUH PERCEIVED QUALITY TERHADAP KESETIAN MEREK DAN CITRA MEREK
Get PDFThe aims of this research is to explore interrelation of perceived quality toward brand loyalty and brand image in hotel industry. The research is based on recommendation of previous studies, the scale constructed to measure perceived quality, brand loyalty and brand image. The present study used sample of selected 100 actual guest of GrandTropic Suites Hotel Jakarta. Multiple Regression is used to test the model.The Findings in this research support the brand loyalty and brand image in hotel industry. The present study contributes to the understanding of customer-based brand loyalty and brand imageby examining the dimensionality of this construct. Further research should attempt to examine and compare brand loyalty and brand image among different hotel categories. The research shows that hotel managers should try to influence perceived quality, brand loyalty and brand image in their organization and design their service delivery process by considering relations between customer based brand loyaltyand brand image.Keywords: Hotel, Perceived Quality, Brand Loyalty, Brand Image
KETERKAITAN ANTARA PERCEIVED QUALITY,KESADARAN MEREK, KESETIAAN MEREK DAN CITRA MEREK
Get PDFAs the retail market is still emerging on the last decade, naturally, the competition among players becoming more challenging. Empowering all the resource of the organization as added values would be the strategy to win the targeted market. Brand equity is one of valuable assets of the company since its ability to gain market share against these rivals, and the ability to keep customers by building brand loyalty which can in turn reduce marketingcosts.The purpose of doing this study is to explore the interrelation of four brand equity components; brand awareness, brand loyalty, perceived quality and brand image in modern store industry, and improve the conceptualization of customer-based modern store brand equity.The research design used in this study is the hypotheses testing. The type of relationship between the variables in this study is the co relational research, because the researchers are interested in explaining the important variables related with the problems. The hypothesistesting was done by using Structural Equation Modeling (SEM) with the support of Amos version 7.0.This study is using primary data. The data was collected by questionnaire technique, by giving the written statements to the respondents. And then, the respondents gave their feedback about the statements given. The answers have been available.Keywords: Brand awareness, brand loyalty, perceived quality and brand imag
ANTESEEDEN DAN KONSEKUENSI DARI SEVERITY OF OTHER CUSTOMER FAILURE
Get PDFThe background of this research was to conduct a profound study of impact of other-customer failure The purpose of this paper is to investigate how and why other-customer misbehavior has a negative influence on customer satisfaction with the service firm.The objectives of this research was : (a) the effect of controllability to firm responsibility, (b) the effect of stability to firm responsibility, (c) the effect of firm responsibility to customer satisfaction, (d) the effect of firm responsibility to service recovery expectations, (e) the effect of service recovery expectations to customer satisfaction, (f) the effect of severity of other customer failure to service recovery expectations, (g) the effect of severity of other customer failure to customer satisfaction, (h) the effect of perceived employee effort to customer satisfaction.The design of this research applies a survey toward unit of analysis on hotels services by interview the customers for testing hypothesis. Meanwhile the required data consist of seventh variables which arecontrollability attributions, stability attributions, firm responsibility, service recovery expectation, severity of other customer failure, perceived employee effort and customer satisfaction. The aggregatenumbers of hotels guests being respondent of the study are 200. Data analysis used in this research was consists of Structural Equation Model Analysis by AMOS 6 as software.The result of this research conclude that controllability and stability attributions had an effect to firm responsibility, firm responsibility had an effect to service recovery expectations, severity of othercustomer failure had an effect to service recovery expactations, and perceived employee effort had an effect to customer satisfaction. Meanwhile firm responsibility had an effect to customer satisfaction,service recovery expectations had an effect terhadap customer satisfaction, severity of other customer failure had an effect to customer satisfaction.Keywords: Service recovery expectations, severity of other customer failure, and customer satisfactio
PENGARUH RELATIONAL BENEFITS TERHADAP RELATIONAL OUTCOMES BEHAVIORAL (WOM, TRUST&COMMITMENT) MELALUI SATISFACTION (SURVEI PADA NASABAH PT. BANK NEGARA INDONESIA WILAYAH JAKARTA)
Get PDFThe background of this research was to prove the relationship marketing as approaches for attract, maintain and enhance customer relationship and to build competitive advantages strategy. To pass relationship marketing mainly concentrated on analysis of benefits (relational benefits). PT. Bank NegaraIndonesia as financial service provider makes relationship with their partner, in there many problem in those relationship.The objective of this research is know the influence of perceived relational benefits on relational outcomes behavioral (word of mouth, trust&commitment) to pass satisfaction during in PT. Bank Negara Indonesiatoward the reality act of the PT. Bank Negara Indonesia service. In the highly competitive service industries such as bank, it is very essential to encourage the patterns of continuous the repurchase and to retain customers. This may be achieved through the quality of the relationship that was establishedbetween the service provider and the customer’s.The design of this research applies a survey toward unit of analysis on PT.Bank Negara Indonesia to interview the customers for testing hypothesis. Mean while the required data consist of eight variables;confidence benefits, social benefits, convenience benefits and employee’s social regard attribute as independent variables, satisfaction as intervening variable and word of mouth, trust and commitmentas dependent variable. The design of this research applies the Likert-scale for the 5 point measurement which means strongly agree and 1 point is for strongly disagree. The aggregate numbers of customer being respondent of the study are 170.The result of this research conclude that two variable of relational benefits which is confidence benefits and employee’s social regard effecting to satisfaction. Meanwhile two variable, social benefits and convenience benefits didn’t effecting to satisfaction. And then satisfaction effecting to word of mouth,trust and commitment.Keywords : Service industries, Customer satisfaction, Individual perception, Customer relation
PERANAN ORGANIZATIONAL CITIZENSHIP BEHAVIOR DALAM MEMEDIASI PENGARUH KEPUASAN PEGAWAI DAN PRAKTIK MANAJEMEN SUMBER DAYA MANUSIA TERHADAP KUALITAS PELAYANAN HOTEL BINTANG LIMA DI JAKARTA PUSAT
Get PDFThe purpose of this research is to propose a model which organizational citizenship behavior and jobperformance mediate the influence of job satifaction and human resources management practicestoward service quality at Grand Sahid Jaya Jakarta.The conceptual framework consists of the following constructs : job satisfaction, human resourcesmanagement practices, organizational citizenship behavior, job performance, and service quality.Moreover, four hypotheses were developed and tested. Instrument test of validity and reliabilitywere used to test the validity of the measures, while multiple regression from Statistical Package forSocial Science (SPSS) was used in hypotheses testing. Data were collected from Grand Sahid Jayaemployee, Jakarta.The objectives of this research is to analyze the job satisfaction influence organizational citizenshipbehavior at Grand Sahid Jaya Jakarta, analyze the human resources practices toward organizationalcitizenship behavior, analyze the organizational citizenship behavior influence job performance andanalyze job performance influence service quality at Grand Sahid Jaya JakartaThe result indicate that all hypothesis was supported, indicated that job satisfaction have significantinfluence toward organizational citizenship behavior, human resources practices have significantinfluence toward organizational citizenship behavior, organizational citizenship behavior havesignificant influence toward job performance and job performance have significant influence towardservice qualityKeywords : Service quality, organizational citizenship behavior, job performance, job satisfaction,human resources management practices
PENGARUH SERVICE FAILURE SEVERITY TERHADAP KEPUASAN, KEPERCAYAAN, KOMITMEN DAN NEGATIF WORD OF MOUTH
Get PDFThe background of this research was to investigate the main and interactive effects of the severity of the service failure, specifically investigate the main effect of service failure severity on satisfaction,trust, commitment, and negative word of mouth. This investigation of the role of the severityconstruct will aid researchers and managers in better understanding and managing the service recovery process under different conditions.The objectives of this research is to extends previous research by investigating the role of service failure severity within the existing framework of customer’s post-recovery evaluation and their future relationship with a service provider.The design of this research applies a survey toward unit analysis on customer Auto2000 Jakarta, which involved 142 respondent.the number of sample being respondent in this research. Meanwhile, the required data consist of five variables : service failure severity, satisfaction, trust, commitmentand negative word of mouth.The result of the study concludes that service failure severity has a significant main effect on satisfaction with service recovery. Despite the positif influence of a strong recovery on satisfaction,there remained a negatif influence on satisfaction as a result of a more severe servicefailure. In addition , the severity of a service failure also had a main effect on customer trust, commitment and the likelihood of engaging in negative word of mouth after the service failure.Keywords : Service failure severity, satisfaction, trust, commitment and negative word of mout
PENGARUH ETIKA KERJA TERHADAP KETERLIBATAN KERJA DAN IMPLIKASINYA TERHADAP KOMITMEN KERJA, KEPUASAN KERJA DAN KINERJA PEKERJAAN PADA KARYAWAN LEMBAGA PENDIDIKAN TINGGI
Get PDFEmployees as human resources can do or can not do all the activities efficiently and effectively for the organization or company to face private higher education competition and realize the educational mission of the Trisakti University, “Being a leading university, international quality in developing science, technology and improve the quality of life and civilization”. Thepurpose of the study was to determine the effect of the relationship between work ethic to work involvement and its implications for commitment and job satisfaction and job performance at Trisakti University employees. The number of respondents who obtained as many as 194 employees.With the analysis of the data used is descriptive analysis and Structural Equation Modeling, (SEM) using the statistical program LISREL 8.7 for Windows.The research proves that: (a) the work ethic has a significant impact on work involvement; (b) only work involvement has a significant contribution to affective commitment and the commitment continuum, including a significantfunction as a mediating variable between ethics and affective commitment and continuous commitment; (c) the involvement of work has contributed significantly to job satisfaction; (d) the continuous commitment and career commitment has a significant contribution to job satisfactionas well as the two variables have a function as a mediating variable ; (e). job satisfaction has a significant contribution to job performance and has a function as a mediating variable between commitments with job performanceKeywords : Work commitments, work ethics, work involvement, job satisfaction, and job performance
PENGARUH CONTROLLABILITY ATTRIBUTION DAN STABILITY ATTRIBUTION TERHADAP SATISFACTION MELALUI FIRM RESPONSIBILITY DAN RECOVERY EXPECTATION
No full textObjectives of this research was to investigate how and why other-customer misbehavior has a negative influence on customer satisfaction with the service firm. The design of this research applies a survey in Telkomsel to interview the customers for testing the hypothesis. Meanwhile the required data consist of five variables are controllability attribution, stability attribution as independent variables, firm responsibility, and recovery expectation as intervening variable. Finally, satisfaction as dependent variable. The aggregate numbers of customer being respondent of the study are 130 customers. Data analysis used in this research was consists of Structural Equation Modelling by AMOS 6.0 as software. Result of this research concludes that people consider another customer\u27s failure to be the firm\u27s responsibility when they perceive that the failure is under the firm\u27s volitional control (i.e. controllability attribution). This controllability attribution leads to customer expectations of compensation for recovery from dissatisfaction.Keywords: Call center, customer service, controllability attribution, service satisfaction, recovery expectation