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"The rapid change of Indonesian banking industry mode competition in banking sector become tighter. One of company?s strategies to face this competition was by developing cross functional team, which team was the key success for a company. Companies built and managed teams to carry out company?s strategy. Team building has not detached from individual building that purpose to increase performance of team member (employees) and finally can give the best contribution for their team and company. One of banks that implement this strategy was Bank Mandiri that constituted one of the biggest banks in Indonesia and has get many achievements in banking sector. Bank Mandiri?s performance has not detached from good employee?s performance that working inside. Therefore, the purpose of this research was to analyzed team building implementation, analyzed employee?s performance and analyzed correlation between team building implementation with employee?s performance of Bank Mandiri branch office Imam Bonjol. his research used quantitative approach because used theory as guTresearch activities. Type of this research was explanative research, because has purpose to explained correlation between team building implementation with employee?s performance of Bank Mandiri branch office Imam Bonjol. Data collected by field study and literature study. Field study used survey method with interview and questionnaires as instrument of research. Literature study used literatures that related to this research. Sample selected by using total sampling for 34 respondents. Technique analysis data used Spearman?s Rho Correlation to found strength of correlation between team building implementation with employee?s performance of Bank Mandiri branch office Imam Bonjol. he result of this research showed that Bank Mandiri branch office Imam BonjolThas good team building implementation and employee?s performance. With used spearman?s Rho Correlation method, this research found not strong enough positive correlation between team building implementation with employee?s performance of Bank Mandiri branch office Imam Bonjol. It has means; team building implementation can influence employee performance in Bank Mandiri branch office Imam Bonjol. Researcher suggested that Bank Mandiri branch office Imam Bonjol increase quality of team building implementation process."

"Almost every bank in Indonesia now has automatic teller machine (ATM). Banks also obliged its client for having ATM card, despite of whether the ATM card is used. The increasing amounts of ATM consumer depend on the increasing amounts of ATM and the increasing amount of banks affiliated in the ATM network. ATM BERSAMA managed by the PT Artajasa Pembayaran Elektronis has started operating in the early year of 1990. The Number of its ATM is 13.000 units. Now 62 banks has become the member in this chain.Problem that is often occurred in ATM Bersama network like : the client of Bank A makes a cash withdraw in the ATM of Bank B, the money doesn't come out but the client account have been debited, money doesn't come out as according to the desirable amount but client account have been debited. Client of Bank A makes a transfer transaction to the account of bank B, the client?s account have been debited, but the objective account has not been credited.PT. Artajasa Pembayaran Elektronis as the organizer of ATM Bersama in handling of its customer complain i.e. the bank members of ATM Bersama issued a Sistem Prosedur Pengoperasian (SPP) consist of information about the regulation for all members of ATM Bersama and the procedures in how to put a complain as well as the process and the time in solving the complain.The purpose of this research was to analyze the satisfaction of the bank members of ATM Bersama to the management complain executed by PT. Artajasa Pembayaran Elektronis. This research uses a quantitative research method by distributing questioners to 62 bank member of ATM Bersama officers which usualy implements the client complain of ATM Bersama. After the data was collected, writer carry out a data processing by Likert scale where the satisfaction of bank members of ATM Bersama is obtained based on the range of scale.From the result of the research, the writer makes a conclusion that in general the bank members of ATM Bersama feel satisfied with the management complain executed by PT. Artajasa Pembayaran Elektronis. The Writer also suggest that PT. Artajasa Pembayaran Elektronis is paying more attention to the bank members, and arrange more meeting with the bank members."

"The bank?s success in giving loan is related to promotions and service ecexelent which are given to debitors and debitors to be,promotion is something that must be paid attention by banks because its appropriate promotion will give benefits to the bank and debitors valuable assets which can survive and have ability to get benefits in a long term. From existed marketing tools word of mouth is dominated promotion which support marketing such as product and service marketing have high involvement. One of the bank which offers micro business credit is Bank Mandiri which is famous for its Kredit Mikro Mandiri with special cases for debitors to be in PT Bank Mandiri (Persero) Tbk Hub Jakarta Pulogadung. Debitor who are satisfied with the product and service given will bring benefits for the bank and they will be loyal debitors and can carry out communication through word of mouth (positively) to other debitors to be.

The objective research of PT Bank Mandiri (Persero) Tbk Kredit Mikro is to find out how the effect word of mouth spreads to influence the business man submission intention using quantitave approach with literature study and uses research instrument by using questioner which is distributed to 125 business men respondents.

Research with statistic analyze using SPSS for windows 15 in variable word of mouth data analyze consists of 5 dimensions there are Talkers, Topics, Tools, Taking parts, and Tracking and variable intention to buy. Simple regression has been carried out by combining five dimensions becomes variable word of mouth and regression comparing with intention to buy.This research of this result shows that there is high influence of word of mouth on Kredit Mikro Mandiri product towards business men submission intention."

"Liberalization of telecommunication industry which conducted since 2002 had change market structure in Indonesia. Liberalization telecommunication industry had encouraged presence of more operator, so that inter-operators competition among operators in attracting customers more tight as well. Refer to importance of qualified and quality human resource in the company, PT Infomedia Nusantara provide particular attention in the form of training and development of every existing human resources, especially for division Call Center 147. Appropriate training quality, thus it would be resulted employees who have high quality so that will improve company productivity and may compete in a more progressively tight business field nowadays.

Training quality is very important to increase knowledge and skill of the employees. Every company expects to get perfect training thus it will be resulted employees who have high quality. The objective of this research is knowing how the training was held and what the perception of the employees about the training.

This research implemented in call center 147 division of PT Infomedia Nusantara. The respondent of this research are totally 120 people. Method of research is survey and simple random sampling technique. Quantity of sample responden is 55 people. Data collecting method is using questioner and interview to the respondent. This research use quantitative approach to describe perception of the employees for the service excellent training which is held by PT Infomedia Nusantara Company.

This research had found that the service excellent training was held for two days that contain about knowledge of the company product and how to operate computer system. Service excellent training had good assessment from the employees it means that service excellent training had been done with good standart. Even that the training had good standart but the company must increase the quality of the training to get more excellent sevices. One of step to increase the quality of the training is change the place of training to another place that can reach for all of employees and session of the training can be added become three days."

"Every organization needs to build professional and high competencies human resources that can support organization to be competitive organization. So, human resources need to be managed by the organization well. To make professional and high integrity employee, an organization need an organization?s culture as a guidance for all employees to do the job. Strong organization?s culture and good human resources management influence employee?s performance which is can be used as competitive tools in organization. Organization?s culture and employee?s performance correlation can be seen in banking industrial. One of banking organization is PT Bank Danamon Indonesia Tbk. The competition in banking industry become tighter, so banking organizations need to keep up their performance to face the competition. Basically, a good organization culture will make the employee itself to work hardly and can increase employee?s performance, so that it will improve company?s productivity. From the statement of the problem, the question on this research is (1) how the illustration of organization culture at PT Bank Danamon Indonesia Tbk. Branch office Melawai South Jakarta, (2) how the illustration of employee?s performance at PT Bank Danamon Indonesia Tbk. Branch office Melawai South Jakarta and (3) how the correlation between organization culture with employee?s performance at PT Bank Danamon Indonesia Tbk. Branch office Melawai South Jakarta?

The kinds of this research is explanative research with quantitative approaches. The dependent variable was the employee?s performance, meanwhile the independent variable was the employee?s job satisfaction. Data in this research gathered from field research method by distributing questionnaire to the respondent and interview. The subjects of this research were 35 permanent employees, taken from population using total sampling technique. The data of the variables were collected using Likert scale to measure employee?s performance and the organization?s culture. The data were analyzed by Spearman?s Rank Order correlation technique to found the strenght of correlation between culture organization with employee?s performance at PT Bank Danamon Indonesia Tbk. Branch office Melawai South Jakarta.

The result of this research showed that Bank Danamon Indonesia Tbk. Melawai Branch Office has good corporate culture and good employee?s performance. On the dependent variable which is employee?s performance, it is founded that the level of work quantity is the lowest while the level of personal quality is the highest level. This research also found that the level of reward system on organization culture is the lowest level while the job integrity is the highest level. The correlation between culture organization with employee?s performance at PT Bank Danamon Indonesia Tbk. Branch office Melawai South Jakarta was determined as strong correlation with scale 0,787. Therefor, there was positive and significant correlation between indicators of culture organization with employee?s performance at PT Bank Danamon Indonesia Tbk. Branch office Melawai South Jakarta. Researcher suggests that PT Bank Danamon have to increase employee?s quantity by reset the reward system, so, employee will get more motivated to increase their quantity of work."

"Ericsson Harel (0606056360), Analysis Of Life Style Related To Purchasing Intention LCD TV (Case Study At PT. PANASONIC GOBEL INDONESIA), XV pages + 96 main pages + 38 tables + 8 pictures + 34 bibliographies (1981-2008) + 6 additions Television is a widely used telecommunication medium for broadcasting and receiving live, moving grayscale or color images with sound. The word is derived from mixed Latin and Greek roots, meaning 'far sight'. A television may be built to receive different broadcast or video formats, such as a high definition television, commonly referred to as HDTV.This research aimed to investigate the relation between life style to purchasing intention of LCD TV, case study at PT. Panasonic Gobel Indonesia. Mowen suggested (1995:259) life style relate to how people live, how they spend their money, and how allocate the time. Assael suggested (1992:35) purchase intention is behavior as a response to some object, or willingness customer to make purchasing, this process start from needs of some product or need arousal and then proceed into searching information by customer, and then they will evaluate the product, the result for evaluated will be the impulse to be purchase intention before customer really buy the product.Data collected in this research is a quantitative data based on close questioners posed to all customer at electronic shop in Jakarta. This research is a quantitative research and describing the true fact, data presented as frequency table and correlation of two variables. From this data, it can be concluded that there is stated the existence of life style and purchase intention LCD TV in Jakarta. The analysis result shown quite strong and positive relation between life style to purchase intention LCD TV. It can be concluded that the relation between these two variables is consistent, the better implementation of life style the customer, the higher purchase intention can get. The influence of life style proved to have contribution on purchase intention LCD TV in Jakarta.Conclusion resulted from this research is the existence of life style customer can enhance purchase intention LCD TV. Thereby an improvement LCD TV purchasing based on purchase intention and life style to every custIndonesia especially Jakarta."

"Profitability is the most important thing in every company. Every company try to increase their profits as maximum as posible. One factor that company used to increase its profit is to make decision about optimum capital structure. Some theory said about correlation between capital structure and profitability. The more profitable the firm, the lower is the amount of leverage expected to be used by the firm. Capital structure is a combination of equity and debt. Some research shows that company which has small ratio of debt in thei capital structure has a big probability to gain high equity return. Thus, debt to equity ratio was used as indicator of capital structure and return on equity was used as measurement for profitability.

This study was made to know influences of capital structure in relation with return on equity as a proxy of profitability. The study was conducted in PT Bank Mega Tbk, period January 2002 until March 2008, using its annual reports as a population, with monthly reports period January 2002 until March 2008 as samples.

The result of statistic test by using alfa 0.05 concludes that capital structure have a significantly small effect to return on equity at PT Bank Mega Tbk period January 2002 ? March 2008. It means that capital structure in PT Bank Mega Tbk period January 2002 ? March 2008 was a small factor in increasing the equity return."

"The consumer behavior literature has increasingly shown that brand attitude or evaluation is not only determined by functional facets of the brand but also by symbolic criteria. The motivation to express their own self is often driven consumers to purchase goods and services. Self congruence refers to the match between consumers? self concept and the user image of a given product, brand, store, etc. Cigarette is chosen here as there are many teenagers who become smokers in Indonesia (13,2% from total teenagers in between 15-19 years old are smokers). A Mild is a brand which targeted teenagers to become their consumers. Sampoerna produced A Mild for teenagers who smoke for their first time because A Mild has Low Tar and Low Nicotine (LTLN). Much of the research in self image congruence has predicted product preference, brand preference, brand choice, consumer satisfaction, and store loyalty. But no studies were found related to consumer goods. This research focused on A Mild cigarette. The purpose of this research is to find out the congruence between self concept and product concept from A Mild cigarette. Research has been done to 160 smokers in range 18-24 years old at Jakarta on February 2008 within indicators stated by Malhotra in Journal of marketing research, November 1981. Malhotra has developed a scale comprised of 15 bipolar adjective with seven response point to determined respondent self concept, person concept, and product concept. The research was supported by the data. This result shows high congruence between self concept and product concept from A Mild cigarette which supported by 10 validated and reliable indicators from 15 indicators stated by Malhotra. They are rugged-delicate, careless-thrifty, indulgent-wasteful, unpleasant-pleasant, uncontemporary-contemporary, unorganized-organized, emotional-rational, youthful-mature, formal-informal, and complex-simple."

"ABSTRAKPenelitian ini bertujuan untuk menjawab inkonklusi mengenai eksistensi paradoks pemulihan layanan (service recovery paradox), khususnya pada layanan maskapai penerbangan di Indonesia. Paradoks pemulihan layanan pada penelitian ini akan diukur menggunakan tingkat kepuasan akhir dan intensi pembelian kembali (repurchase intention) dari pelanggan. Sementara itu, dimensi layanan dan tingkat keparahan kegagalan menjadi faktor penentu suatu paradoks. Desain eksperimen yang terbagi menjadi 2 studi dilakukan terhadap 600 partisipan mahasiswa/I, partisipan akan dibagi secara acak kepada masing-masing skenario manipulasi. Pengujian terhadap hipotesis menggunakan analysis of variance dan Tukey test.Hasil dari penelitian ini menunjukan bahwa dimensi layanan (service dimension) mempengaruhi persepsi pelanggan terhadap pemulihan yang diberikan oleh penyedia jasa. Kegagalan pada dimensi proses (process dimension) dari suatu layanan lebih mudah untuk dipulihkan dibandingkan kegagalan pada dimensi hasil (outcome dimension). Selain itu, tingkat keparahan kegagalan layanan (service failure severity) juga menjadi faktor penentu terbentuknya paradoks, kegagalan dengan tingkat keparahan yang tinggi akan memberikan dampak negatif yang tidak mampu diatasi oleh pemulihan superior sekalipun.

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ABSTRACT

This research is primarily aimed to answer the inconclusiveness issue on the service recovery paradox, particularly in Indonesia?s airline services. For that purpose, the service recovery paradox will be measured based on the customer satisfaction and their repurchase intention level. Meanwhile, service dimension and service failure severity act as an impact in shaping the paradox. The experiment comprises of 2 (two) studies with a sample of 600 college students, that was divided randomly into scenarios. The experiment applies 2 (two) methods of data analysis, namely analysis of variance and tukey test.

Based on the final result, it is found that the service dimensions do bring significant influences toward customer perception to the service recovery. During service consumption, failure on the process dimension is believed to be relatively easier to recover than the one occurring on the outcome dimension. In addition, the level of service failure severity also appears to be another significant factor in shaping the paradox, in which a severe failure may bring fatal impacts that no recovery activity can remedy."

"Negotiation is an essential part of doing business, but to be an effective negotiator one must master a wide variety of skills such as listening, self-awareness, conflict resolution, assertiveness, and more. So it stands to reason that in order to teach such a complicated subject, managers and trainers need proven, powerful activities. "Negotiation at Work" is the answer. The book is packed with 60 interactive lessons designed to instill confidence and transform participants into strong negotiators. Each activity includes a description, detailed directions, goals, additional resources as well as notes for the trainer. The exercises are designed to help learners: plan effectively for a negotiation; ask the right questions; build trust; analyze each negotiation creatively; strategically frame each party's needs and interests; successfully negotiate with difficult people; determine their own negotiating style; and much more. Featuring transcripts from real negotiations, case studies, assessments, and even practice negotiation sessions, this handy book includes everything readers need to successfully train others in the fine art of negotiation."