Main Article Content
The problem in this study is an indication of public dissatisfaction at the performance of West Java Provincial Parliament, it is seen from the aspiration slow implementation of the legislative function is less precise, long aspiration process, and less emotionally satisfying society. The purpose of this study was to investigate and analyze: The influence of public relations in marketing, integrated marketing communications, and personal image together against the value of service. The influence of public relations in the marketing, integrated marketing communication, personal image, and the value of service together to the satisfaction of the people. The method used is the method descriptive survey and explanatory survey method. The type of investigation used is causality, ie the type of research that suggested a causal relationship between the independent variable, in this case, the public relations in the marketing, integrated marketing communications, and image personal to the dependent variable, the value of community service and satisfaction. The unit of analysis of this research is the organization which meant Governmental Organization (NGO). While the unit of observation is the chairman/member of the NGO in West Java as many as 285 people. Managerial implications of this research is public relations in the marketing of which is reflected by the "solidify aspirations of the people" (X4), integrated marketing communication that is reflected by the "donation for the community" (X12), and the image of the person being reflected by the "power of orientation of the party" (X15 ) is proven to increase the value of the service which is reflected by the "valuable information" (Y3) with a contribution of 55%. Public relations in the marketing of which is reflected by the "solidify aspirations of the people" (X4), integrated marketing communication that is reflected by the "donation for the community" (X12), personal image that is reflected by the "power of party orientation" (X15)
This work is licensed under a Creative Commons Attribution 4.0 International License.
You are free to:
- Share— copy and redistribute the material in any medium or format
- Adapt— remix, transform, and build upon the material for any purpose, even commercially.
The licensor cannot revoke these freedoms as long as you follow the license terms.
Under the following terms:
- Attribution— You must give appropriate credit, provide a link to the license, and indicate if changes were made. You may do so in any reasonable manner, but not in any way that suggests the licensor endorses you or your use.
- No additional restrictions— You may not apply legal terms or technological measures that legally restrict others from doing anything the license permits.
- You do not have to comply with the license for elements of the material in the public domain or where your use is permitted by an applicable exception or limitation.
- No warranties are given. The license may not give you all of the permissions necessary for your intended use. For example, other rights such as publicity, privacy, or moral rightsmay limit how you use the material.
Achim Walter, Thomas Ritter. 2003. The influence of adaptations, service value, and commitment on trust functions of customer relationships. Journal of Business & Industrial Marketing. ISSN: 0885-8624 Year: Aug 2003 Volume: 18 Issue: 4/5 Page: 353-365 DOI: 10.1108 / 08858620310480250 Publisher: MCB UP Ltd.
Alan Cowling, Karin Newman, 2005. Banking on people: TQM, service value and human resources. Journal: Personnel Review. ISSN: 0048-3486. Year: Nov 2005 Volume: 24 Issue: 7 Page: 25 - 40. DOI: 10.1108 / 00483489510095789. Publisher: MCB UP Ltd
Alves, Helena, and Mario Raposo. 2010. The Influence of University Image on Student Behavior. International Journal of Educational Management. Vol. 24 No. 1, Emerald Group PL.
Arikunto Suharmini. 2002, Management Research, Rineka Reserved.
Avery M. Abernethy, Daniel D. Butler, 2003. Promoting customer contact people: a key difference in service and product advertising. Journal of Services Marketing. ISSN: 0887-6045 Year: March 2003 Volume: 7 Issue: 1DOI: 10.1108 / 08876049310026051 Publisher: MCB UP Ltd
Bachrudin, Achmad and Hope L Tobing. 2002. For Research Survey Data Analysis by Using LISREL 8. The Statistics Department of the Science Faculty Padjadjaran University. Bandung.
Barnes, James G. 2001. Secrets of Customer Relationship Management: it's All About How You Make Them Feel, McGraw-Hill: New York.
Bateson, John, E, G, 2001, the Managing Service Marketing, Third Edition Orlando Dryden.
Belanger, Charles, Joan Mount and Mathew Wilson, 2002. Institutional Image and Retention. Tertiary Education and Management 8: 217-230.
Bennet, Anthony R, 2007, The five Vs - a buyer's perspective of the marketing
Mix, Journal of Marketing Intelligence and Planning, MCB University Press, 151-156, London
Berry, Leonard L., and A. Parasuraman, 1991, Marketing Services, Macmillan Inc., Eglinton Avenue East, New York.
Belch, George E., and Michael A. Belch, 2009, Advertising and Promotion: An Integrated Marketing Communications Perspective, 4th Edition, Irwin McGraw Hill, Singapore
Bilson. Simamora. 2005, Multivariate Analysis of Marketing., Jakarta: PT. Gramedia Pustaka Science
Blaug, Ricardo, Louise Horner, and Rohit Lekhi. 2012. Public values, politics and public management. Literature Review. The Work Foundation. The USA.
Buttle, F, 1997, SERVQUAL: Review, Critique, Research Agenda, European Journal of Marketing, vol. 30, no.1.
Chatura Ranaweera, Jaideep Prabhu. 2003. The influence of satisfaction, trust and switching barriers on customer retention in a continuous purchasing setting. International Journal of Service Industry Management. ISSN: 0956-4233 Year: Oct 2003 Volume: 14, Issue: 4 Page: 374-395 DOI: 10.1108 / 09564230310489231 Publisher: MCB UP Ltd.
Chwen Sheu, Roger McHaney, Sunil Babbar. 2003. Service process design flexibility and customer waiting time. Journal: International Journal of Operations & Production Management. ISSN: 0144-3577. Year: Aug 2003 Volume: 23, Issue: 8 Page: 901 - 917. DOI: 10.1108 / 01443570310486347. Publisher: MCB UP Ltd.
Clow, Kenneth E. and Donald baack 2007, Integrated Advertising, Promotion, and Marketing Communication, Prentice-Hall, New Jersey.
Egan, John. 2001.Relationship Marketing: Exploring Relational Strategies in Marketing, Prentice Hall: Malaysia.
Eklof & Cassel, 2001. Marketing. USA: Prentice-Hall.
Damian Hine, Neal Ryan. 2001. Small service firms - creating value through innovation. Journal: Managing Service Quality. ISSN: 0960-4529. Year: Dec 2001 Volume: 9 Issue: 6 Page: 411 - 422. DOI: 10.1108 / 09604529910302109. Publisher: MCB UP Ltd.
David A. Collier. 2005. Modeling the relationships between process value process errors and overall service performance. Journal: International Journal of Service Industry Management. ISSN: 0956-4233. Year: Oct 2005 Volume: 6 Issue: 4 Page: 4 - 19. DOI: 10.1108 / 09564239510096876. Publisher: MCB UP Ltd
David Potts, 2003. The new People's Network service. Journal: VINE. ISSN: 0305-5728 Year: Sep 2003 Volume: 33 Issue: 3 Page: 115 - 118. DOI0.1108 / 03055720310510080. Publisher: MCB UP Ltd.
Fitzsimmons, James A, and Mona J. Fitzsimmons. 2006. Service Management for Competitive Advantage. McGraw-Hill International Editions., New York.
Gargouri, Ezzedine and Alain d'Astous, 2001, the Consumer evaluations of brand imitations, European Journal of Marketing, Vol 36 No. 1/2, pp. 153-167, MCB University Press, London.
Garner, Mattsson. 2004. Using Service Process Models to Improve Service value:: Examples from New Zealand. Journal: Managing Service Quality.ISSN: 0960-4529.Year: Mar 2004 Volume: 4 Issue: 1 Page: 47 - 52.DOI:Publisher: MCB UP Ltd.
Gordon, H., Ian.2002.Competitor Targeting, Winning The Battle For Customer And Market Share. Canada: John Wiley & Sons.
Griffin, Jill. 2002.Customer Loyalty: How to Earn It, How to Keep It, New and Revised Edition. McGraw-Hill: Kentucky.
Grönroos, Christian, 2001 The perceived service quality concept - a mistake ?, Journal of Managing Service Quality, Volume 11 No. 3, pp. 150-152, MCB University Press, London.
Groth, John, 1995, Important factors in the sale and pricing of services, Management Decision; Volume 33 No. 7, MCB University Press, London.
HA Kartiwa. 2006. Services Legislative Council. Partners Media Discourse. Jakarta
Halbrook. 1999. Value to the Customer. Total Quality Management. Emerald Backfile. London.
Haksever, Cengiz, Berry Render, Roberta S Russell, and Robert G Murdick 2000, Service Management and Operation, Second Edition, Prentice-Hall International, USA.
Hawkin, Del I, Roger J. best, and Kenneth A.Coney, 2000, Consumer Behavior, Building Marketing Strategy, Eighth Edition, McGraw-Hill, United State.
Hee-Woong Kim, Young-Gul Kim.2001. Rationalizing the customer service process. Journal: Business Process Management Journal. ISSN: 1463-7154. Year: May 2001 Volume: 7 Issue: 2 Page: 139 - 156. DOI: 10.1108 / 14637150110389713. Publisher: MCB UP Ltd.
Helena, Alfes. 2010. The Measurement of Perceived Value in Higher Education: a unidimensional approach. Universidade Da Beira Interior.
Hennig Thurau, Thorsten, and Alexander Klee, 2002. The Impact of Customer Satisfaction and Relationship Quality on Customer Retention: A Critical reassessment and Model Development. Psychology & Marketing, John Wiley & Sons, Inc.
Heskett, James, L and W. Earl Sasser, JR, and Leornad A. Schlesinger, 1997, The Service Profit Chan, The Free Press, New York.
Hoffman, K. Douglas, and John EG Bateson. 1997. Essentials of Services Marketing. The Dryden Press: Fort Worth.
Hoffman, K. Douglas, Scooth W Kelley, and Holly M Rotalsky, 1995, Tracking service failure and employee Recovery Efforts, The Journal of Service Marketing, vol 9 2 things 49-51.
Howard Marmorstein, Dan Sarel, M. Walfried Lassar. 2001. Increasing the persuasiveness of a service guarantee: the role of service process evidence. Journal: Journal of Services Marketing. ISSN: 0887-6045. Year: Oct 2001 Volume: 15 Issue: 2 Page: 147 - 159. DOI: Publisher: MCB UP Ltd.
Hunt, John, 2001 Important factors in the sale and pricing of services, Management Decision; Volume 33 No. 7, MCB University Press, London.
Indra Perwira. 2006. Methods of local elections. Rineka Reserved. Jakarta.
Jaebeom Suh, Swinder Janda, Seo Sunhee. 2006. Exploring the role of culture in developing trust with service providers. Journal of Services Marketing. ISSN: 0887-6045 Year: 2006 Volume: 20 Issue: 4 Page: 265-273 DOI: 10.1108 / 08876040610674607 Publisher: Emerald Group Publishing.
Jeff Hess, John Story. 2005. Trust-based commitment: multidimensional consumer-brand relationships. Journal of Consumer Marketing. ISSN: 0736-3761 Year: Oct 2005 Volume: 22, Issue: 6 Page: 313-322 DOI: 10.1108 / 07363760510623902 Publisher: Emerald Group Publishing.
Jefkins, Frank. 2004. Public Relations. Jakarta: PT. Erland.
Joseph J. Cronin, Michael K. Brady, Richard R. Brand, Roscoe Hightower Jr., Donald J. Shemwell. 2006. A cross-sectional test of the effect and conceptualization of service value. Journal: Journal of Services Marketing. ISSN: 0887-6045. Year: Dec 2006 Volume: 11 Issue: 6 Page: 375 - 391. DOI: 10.1108 / 08876049710187482. Publisher: MCB UP Ltd.
Johnson, C., William, Richard J.Chalva.2001.Total Quality In Marketing. Si Singapore: St.Lucia Press.
Karl J. Mayer, John T. Bowen, Margaret R. Moulton. 2003. A proposed model of the descriptors of the service process. Journal: Journal of Services Marketing. ISSN: 0887-6045. Year: Nov 2003 Volume: 17 Issue: 6 Page: 621 - 639. DOI: 10.1108 / 08876040310495645. Publisher: MCB UP Ltd
Kotler, Philip, and Keller, 2012, Marketing Management, 14ed, Prentice Hall International, Inc. A Division of Simon & Schuster, Englewood Cliffs, Nj07632.
Kristina Heinonen, Tore Strandvik. 2005. Communication as an element of service value. Journal: International Journal of Service Industry Management. ISSN: 0956-4233. Year: Oct 2005 Volume: 16, Issue: 2 Page: 186 - 198. DOI: 10.1108 / 09564230510592306. Publisher: Emerald Group Publishing Limited.
Kuei, Chu-Hua, 1999, the Internal Service Quality- An Empirical Assessment, International Journal of Quality & Reliability Management, Vol. 16 No. 8, pp. 783-791, London.
Laurie Jerome, Brian H. Kleiner. 2005. Employee morale and its impact on service value: what companies do to create a positive service experience. Journal: Managing Service Quality. ISSN: 0960-4529. Year: Dec 2005 Volume: 5 Issue: 6 Page: 21 - 25. DOI: 10.1108 / 09604529510104356. Publisher: MCB UP Ltd
Liliana L. Bove, Lester W. Johnson. 2000. A customer-service worker relationship models. Journal: International Journal of Service Industry Management. ISSN: 0956-4233 Year: Dec 2000 Volume: 11 Issue: 5 Page: 491-511 DOI: 10.1108 / 09564230010360191 Publisher: MCB UP Ltd.
Long-Yi Lin, Lu Ching-Yuh 2010, The influence of a corporate image, relationship marketing, and trust on purchase intention. Journal of Marketing. EmeraldLibrary. London.
Lovelock, Christopher, H, and Lauren. K. Wright, 2002, Service Marketing and Management, Prentice Hall International, Inc. New Jersey.
LSI, 2012. On the representation of the aspirations, indicating there is a considerable gap between the aspirations of the voters with the attitudes and actions of political parties. Indonesian Survey Institute.
LSP, 2012. The views of Respondents Regarding Parliament Performance in the Run function with Good. Survey July 25 s / d August 5th, 2012.
Mardiasmo. 2007. The role and functions of Parliament. Salemba Four. Jakarta.
Martijn Hesselink, Frits van den Assem. 2002. Building people and organizational excellence: the Start service value of the program. Journal: Managing Service Quality. ISSN: 0960-4529. Year: June 2002 Volume: 12 Issue: 3 Page: 139 - 145. DOI: 0.1108 / 09604520210429196. Publisher: MCB UP Ltd
Maureen Eastgate. 2000. Businesses profit through people. Journal: Industrial and Commercial Training. ISSN: 0019-7858. Year: Sep 2000 Volume: 32 Issue: 5 Page: 161 - 163. DOI: 10.1108 / 00197850010345782. Publisher: MCB UP Ltd
Michael K. Brady, Christopher J. Robertson. 2001. An exploratory study of service value in the USA and Ecuador. Journal: International Journal of Service Industry Management. ISSN: 0956-4233. Year: Dec 2001 Volume: 10 Issue: 5 Page: 469 - 486. DOI: 10.1108 / 09564239910289003. Publisher: MCB UP Ltd.
Minkiewicz, Jody Joanna Evans and Kerrie Bridson. 2009. Co-creation in the heritage sector ANZMAC: Sustainable Management and Marketing. Melbourne
Nader Baroukh, Brian H. Kleiner, 2002. Recruitment and training of public Servants. Journal: Management Research News. ISSN: 0140-9174. Year: March 2002 Volume: 25, Issue: 3 Page: 28 - 42. DOI: Publisher: Barmarick Publications.
Nguyen, Nha and Gaston LeBlanc. 2001. The mediating role of corporate image on customers' retention decisions an investigation in financial services. International Journal of Bank Marketing. Volume 16, page 52- 65. MCB. London.
Payne, Adrian and Sue Holt. Diagnosing Customer Value: A Review of the Literature and Frame Work for Relationship Management. Canfield Working Paper.
Peng, Norman, and Chris Hackley. 2007. Political marketing communications planning in the UK and Taiwan. Marketing Intelligence & Planning Vol. 25 No. 5, 2007 pp. 483-498 q Emerald Group Publishing Limited 0263-4503 DOI 10.1108 / 02634500710774950
Peter J. Danaher, Jan. Mattsson. 2004 Customer Satisfaction during the Service Delivery Process. Journal: European Journal of Marketing. ISSN: 0309-0566. Year: May 2004 Volume: 28, Issue: 5 Page: 5 - 16. DOI: 10.1108 / 03090569410062005. Publisher: MCB UP Ltd.
Pratibha A. Dabholkar, Jeffrey W. Overby. 2005. Linking service process and outcome to service value and customer satisfaction evaluations: An investigation of a real estate agent service. Journal: International Journal of Service Industry Management.ISSN: 0956-4233. Year: Mar 2005 Volume: 16Issue: 1Page: 10-27DOI: 10.1108 / 09564230510587131.
PR Smith. 2008. Internet Marketing author, Trainer, and Consultant. Paul launched. The USA.
Ravald, Annika and Christian Grönroos, 1996, the value concept and relationship marketing, European Journal of Marketing, Vol. 30, No.2, pp 19-30, MCB University Press, London.
Reicheld, Redich. 2001 Loyalty Rules, Journal of Marketing Vol. 68 N0. 5, 2004;
Renald Kasali. 2003. Public Relations Management. Graffiti. Jakarta.
Ricky Ryssel, Thomas Ritter, Hans Georg Gemünden. 2004. The impact of information technology deployment on trust, commitment and value creation in business relationships. Journal of Business & Industrial Marketing. ISSN: 0885-8624 Year: May 2004 Volume: 19, Issue: 3 Page: 197-207 DOI: 10.1108 / 08858620410531333 Publisher: Emerald Group Publishing.
Rod B. McNaughton, Phil Osborne, Brian C. Imrie. 2002. Market-oriented value creation in service firms. Journal: European Journal of Marketing. ISSN: 0309-0566. Year: Oct 2002 Volume: 36 Issue: 9/10 Page: 990 - 1002. DOI: 10.1108 / 03090560210437299. Publisher: MCB UP Ltd.
Roderick D. Iverson, Colin S. McLeod, Peter J. Erwin. 2006. The role of employee commitment and trust in service relationships. Journal: Marketing Intelligence & Planning. ISSN: 0263-4503 Year: Jun 2006 Volume: 14, Issue: 3 Page: 36-44 DOI: 10.1108 / 02634509610117348 Publisher: MCB UP Ltd.
Roland T. Rust, AJ Zahorik, Keiningham TL 1996, Service Marketing, Harper Collins College Publishers, New York, p.11)
Roger Bennett, Helen Gabriel. 2001. Reputation, trust and supplier commitment: the case of shipping company/seaport relations. Journal of Business & Industrial Marketing. ISSN: 0885-8624 Year: Nov 2001 Volume: 16, Issue: 6 Page: 424-438 DOI: 10.1108 / EUM0000000006018 Publisher: MCB UP Ltd.
Rosadi Ruslan.2003. Programs and Marketing Strategy. Salemba Four. Jakarta.
Rust, Roland T., et. al., 2000, Driving Customer Equity: How Customer Lifetime Value is Reshaping Corporate Strategies. Free Press: New York
Have now, Uma 2003, Research Methods for Business, International Edition, Prentice-Hall, USA.
Sheth, JN, Sisodia, RS, & Sharma, A. 2000. The antecedents and consequences of customer-centricc marketing. Academy of Marketing Science Journal, 28, 55- 66.
Sofyan Arief. 2012. Procurement of Infrastructure with the PPP scheme. Legality Journal Vol. 20, No. 2.
Spiros P. Gounaris. 2002. Trust in industrial service relationships: behavioral consequences, antecedents and the moderating effect of the duration of the relationship. Journal of Services Marketing. ISSN: 0887-6045 Year: Dec 2002 Volume: 16, Issue: 7 Page: 636-655 DOI: 10.1108 / 08876040210447351 Publisher: MCB UP Ltd.
Stanton, William J, et al, 2002, Fundamentals of Marketing, 10 th edition Grawhill Mc International, Singapore
Storbacka, Kaj & Jarmo R. Lehtinen. 2001, Customer Relationship Management: Creating Competitive Advantage Through Win-Win Relationship Strategies. McGraw-Hill: Singapore.
Stromback, Jesper and Spiro Kiousis. Public 2013. Political Relations, New Theory-Building. Public Relations Journal Vol. 7, No. 4. The Public Relations Society of America.
Cho Sung-Eui, Kwangtae Park. 2003. Characteristics of the product/service process and geographical accessibility of customer trust in electronic commerce. Journal: International Journal of Service Industry Management. ISSN: 0956-4233. Year: Dec 2003 Volume: 14, Issue: 5 Page: 520 - 538. DOI: 10.1108 / 09564230310500200. Publisher: MCB UP Ltd.
Tanner, Jr., John F., 1998, Users' role in the purchase: their influence, satisfaction, and desire to Participate in the next purchase, Journal of Business and Industrial Marketing; Volume 13 No. 6. MCB University Press, London
Thomas N. Garavan. 2006. Interpersonal skills training for quality service interactions. Journal: Industrial and Commercial Training. ISSN: 0019-7858. Year: June 2006 Volume: 29, Issue: 3 Page: 70 - 77. DOI: 10.1108 / 00197859710165056. Publisher: MCB UP Ltd
UU no. 22 and 25 of 1999 on Local Government and Financial Balance between Central and Regional.
UU no. 32 of 2004 on Regional Government has the power to make the Regional Regulation (Perda) to the House of Representatives (DPRD)
UU no. 22 of 2003 concerning the composition and the MPR / DPR / D / DPD
Usmara, A. (editor). 2003 Handbook of Organizations: Research and Theory of Organization, Amara Books, Jogyakarta.
Uyung Sulaksana. 2003. Supporting Public Relations Event Marketing Program. Journal of Humanities ubuntu. Bandung.
Walker, Orville C., Harper W. Boyd, and Jean Claude Larreche 2009, marketing Strategy: Planning and Implementation, Six Edition, Irwin McGraw-Hill, Boston.
Zeithaml, Valarie E., Bitner, Mary Jo, 2001 Services Marketing: Integrating Customer Focus Across the Firm, 2nd edition, McGraw Hill Companies Inc.