Jurnal Manajemen dan Pemasaran Jasa
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ANTECEDENCE DAN CONSEQUENCES DARI SATISFACTION WITH RECOVERY TERHADAP FUTURE COMPLAINT INTENTIONS
No full textThe background of this research is managers need to analyze that customer service failure can arise customer complaint. It must be managed by service recovery to get customer satisfaction. Future complaint intentions has relationship with customer satisfaction. Every company need to investigate which is the compatible perceived justice to applied. The objective of this research is to investigate service recovery effects toward customer satisfaction, especially perceived justice ( interactional, procedural, distributive ) and how justice effects customer satisfaction and future complaint intentions. The design of this research applies to customer Bank BCA in Semarang which is has variants occupation and the questionnaires were spreaded away to 100 respondents by using purposive sampling. The result of this research are interactional justice and procedural justice has more influence on future complaint intentions. Despite, distributive justice and satisfaction with recovery decrease future complaint intentions.Keywords: Antacedence, satisfaction with recovery, future complaint intention
EFEK DOCTOR\u27S QUALITY OF CARE TERHADAP WORD OF MOUTH DAN REVISITED PATIENT YANG DIMEDIASI OLEH PATIENT SATISFACTION
No full textA doctor must strive to provide health care as best as they could in order to create satisfied patient. The objective of this research is to investigate the effect of quality of care from the doctor and patient satisfaction in hospital, clinic. And the effect of patient satisfaction on word of mouth, then patient satisfaction can create revisited patient. A theoretical framework was developed to test the relationship among the study construct. The design of this research applies to hospital, clinic and the questionnaires were spread away to 100 respondents or patients from 2 hospital in Jakarta, bekasi and by using purpose sampling. The result of the research conclude that doctor\u27s quality of care has a significant effect to patient satisfaction, and patients satisfaction hasn\u27t a significant effect to word of mouth but patient satisfaction has a significant effect to revisited patient.Keyword: doctor\u27s quality of care, patient satisfaction, word of mouth, revisited patient
ANTESEDENTS DARI CUSTOMER LOYALTI PADA JASA RESTORSAN
No full textThe bald time sat, It could satisfact The obje time sr satisfacti loyalty The de# of this research applies a survey toward unit of analysis on one of famous brand full service re aurant while they waiting or having waiting listed at malls in Jakarta such Pondok lndah Mall, Plaza Indonesia and Plaza Senayan. The aggregate number of costumers being respondent of the study is 128.The reset rch finding concluded that antecedents which consist of perceived waiting time, had signifiCa effect to waiting time satisfaction and service satisfaction but positive mood and value attainme t only give moderate effect to service satisfaction and loyaltyKeyword : waiting time, costumer satisfaction, service satisfaction, loyalty, mood to loyalty and value att inmen
PENGARUH PERCEIVED JUSTICE TERHADAP WORD OF MOUTH, TRUST DAN REVISIT INTENTION YANG DIMEDIASI OLEH RECOVERY SATISFACTION
No full textThe purpose: of this study is to assess the relative influences of distributive (DJ), procedural (PJ), and interactional (Li) justice on customer satisfaction on service recovery and to examine the relationship between recovery satisfaction and subsequent customer relationships: trust, word-of-riwuth (WOM), and revisit intention.Methodology: On-site surveys were administered to collect data from insurance customer who bought, and experienced a service failure.Findings: The effect of DJ on satisfaction with service recovery was stronger than those of PJ and IL Since DJ, PJ, and II have significant effects on trust, WOM, and revisit intention through recovery satisfaction, recovery satisfaction was found to be an important mediating variable. In addition, the mediational role of trust between recovery satisfaction and WOM/revisit intention is substantial. Thus, in a case where strong trust is formed between the service provider and the customer, a long-term relationship can be expectedKeyword : Service failure, Service recovery, Complaint handling, Perceived justice, Trust, Revisit Intention, Word of Mout
PENGARUH CITRA, KUALITAS PELAYANAN, DAN KEPUASAN TERHADAP LOYALITAS NASABAH BANK
No full textRegarding the growth of banking industry in Indonesia. As we all know, after the economic crisis in 1998 many banks bankrupt and the economic growth after that is not enough significant to return to the bank years in 1990-1995.The objective: How the customer reaction regarding the effort bank to maintain them such as prize, service quality, facility and others.Research design: This research applies non specific bank\u27s customers. The questioner distributed to various places to get various opinion from customers. Data analysis uses in this research was using statistic LISREL 8.7 program. This program tested the customer option toward the hypotheses. The results: Image, services quality and satisfaction give direct impact to the customer loyalty. The bank should carefully take these three factors if they would like to maintain their customer.Keywords: Images, Service Quality, Satisfaction, Loyality
PENGARUH RELATIONSHIP MARKETING STRATEGY DAN KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN BENGKEL MOBIL TOYOTA
No full textThe background of this research was customer relationship marketing and service quality of Firms have accepted that customer retention is even more profitable than customer attraction and we can observe the interest of firms in adopting relationship marketing principles and designing strategies to develop close and long-lasting relationships with the most profitable customers. The objective of the analysis of marketing activities and programs implemented in order to establish, develop, and maintain relationships with customers and the impact these activities have on the firm performance. The design of this research applies to Toyota Car Repair and the questionnaires were spreaded away to 110 respondents. The Likert-scale for the 5 point measurement which means strongly agree and 1 point is for strongly disagree. Data analysis used in this research was multiple regression. The result of this research concludes that relationship marketing strategy and service quality in car repair significantly affect to customer satisfaction.Keywords: Relationship marketing strategy, Service quality, Customer satisfactio