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"Penelitian ini bertujuan untuk mengetahui faktor-faktor (kualitas lingkungan fisik, kualitas interaksional, kualitas hasil) yang mempengaruhi sikap utilitarian dan hedonis konsumen dalam membangun sebuah preferensi merek restoran di Magnum Cafe. Teknik analisis data yang digunakan adalah Structural Equation Model (SEM). Hasil penelitian menunjukkan kualitas lingkungan fisik memiliki pengaruh positif terhadap kualitas interaksional dan kualitas hasil, begitu pula dengan kualitas interaksional juga memiliki pengaruh positif terhadap kualitas hasil. Lalu kualitas lingkungan fisik berpengaruh positif terhadap sikap hedonis tetapi tidak memiliki pengaruh positif terhadap sikap utilitarian. Kualitas interaksional tidak memiliki pengaruh positif baik terhadap sikap utilitarian maupun sikap hedonis, sedangkan untuk kualitas hasil memiliki pengaruh positif terhadap sikap utilitarian tetapi tidak memiliki pengaruh positif terhadap sikap hedonis. Pada sikap utilitarian tidak memiliki pengaruh positif terhadap preferensi merek sedangkan sikap hedonis memiliki pengaruh positif terhadap preferensi merek.

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This research is intended to identify the factors (physical environment quality, interactional quality, outcome quality) that influence utilitarian and hedonic attitudes of consumers in building a brand preference at Magnum Cafe. This research used Structural Equation Modeling (SEM) as the data analysis technique. The results show that physical environment quality have a positive influence on the interactional quality and outcome quality, as well as interactional quality also have a positive influence on outcome quality. Then physical environment quality have a positive influence on hedonic attitude but do not have a positive influence on utilitarian attitude. Interactional quality does not have a positive influence on utilitarian and hedonic attitude, whereas for the outcome quality have a positive influence on utilitarian attitude but does not have a positive influence on hedonic attitude. In the utilitarian attitude does not have a positive influence on brand preference while hedonic attitude has a positive influence on brand preference."

"ABSTRAKTesis ini membahas mengenai hubungan antara kualitas jasa dankepuasan pelanggan dilhat dari sudut pandang pelanggan. Adapun faktor – faktoryang digunakan untuk mengukur hal tersebut ada lima faktor yaitu, core service,human element of service delivery, systematization of service delivery, tangiblesof service dan social responsibility. Penelitian ini adalah penelitian kuantitatifdengan desain riset deskriptif. Hasil dari penelitian ini adalah kualitas jasa dankepuasan pelanggan mempunyai korelasi yang sangat kuat walaupun keduaelemen tersebut merupakan dua hal yang berbeda. Hasil penelitian menyarankanbahwa pihak manajemen restoran sebaiknya selalu menjaga kualitas pelayanan,karena hal ini akan berpengaruh terhadap kepuasan pelanggan.

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ABSTRACTThis research discuss regarding relationship between service quality andcustomer satisfaction from the customer point of view. The factors that are used tomeasure these five factors are core service, human element of service delivery,systematization of service delivery, tangibles of service and social responsibility.This research is descriptive quantitative research design. Results of this study isthe service quality and customer satisfaction have a very strong correlationalthough both elements are two different construct. The results suggest that themanagement of the restaurant should always maintain the quality of service, asthis will affect customer satisfaction."

"Skripsi ini membahas tentang faktor-faktor apa saja yang berpengaruh terhadap service quality. Selanjutnya peneliti mengukur pengaruh srvice quality, value dan satisfaction terhadap behavioral intention. Dari penelitian yang telah dilakukan, hasil yang didapatkan adalah terdapat dua dari tujuh dimensi yang berpengaruh positif terhadap service quality, dimana dua dimensi yang berpengaruh antara lain connection quality dan contextual quality. Sedangkan yang tidak berpengaruh positif adalah interaction, device, content, custumer service dan privacy. Hasil lain yang didapatkan adalah bahwa service quality dan satisfaction mempengaruhi behavioral intention, sedangkan value tidak mempengaruhi behavioral intention.

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The focus of this study is to invenstigate the factors which influence service quality. After we get the which factors influence service quality, we assess the effect of service quality, value and satisfaction toward behavioral intention. This research shows there are two of seven dimension which influence service quality positively. The two dimension which influence service quality are connection quality and contextual quality, and the rest which not influence are interaction, device, content, customer service and privacy. Another result that gained by this study is that service quality and satisfaction are influencing behavioral intention positively, whether value is not influence behavioral intention."

"Penelitian ini betujuan untuk menganalisis pengaruh service quality perception dan merchandise quality perception terhadap brand trust dan behavioral intentions pada industry Casual Dining Restaurant, yaitu pada restoran Warunk Upnormal. Penelitian ini menguji peran langsung dari service quality perception yang terdiri dari lima dimensi; tangible, reliability, responsiveness, assurance, dan empathy , dan merchandise quality perception, serta menguji peran brand trust sebagai variabel mediasi. Data dalam penelitian ini diperoleh dari 431 pelanggan Warunk Upnormal yang pernah mengunjungi dan makan di Warunk Upnormal, berusia 17-25 tahun, dan berdomisili di Jabodetabek. Data dianalisis menggunakan Structural Equation Modeling SEM dengan menggunakan Lisrel 8.80. Hasil dari penelitian ini menunjukkan bahwa: 1 service quality perception dan merchandise quality perception berpengaruh positif terhadap brand trust, 2 service quality perception and merchandise quality perception berpengaruh positif terhadap behavioral intentions, dan 3 brand trust berpengaruh positif terhadap behavioral intentions.

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This research aims to analyze the effects of service quality perception and merchandise quality perception toward brand trust and behavioral intentions on Warunk Upnormal Restaurant as a casual dining restaurant. This research examine direct role of service quality perception that consist of five dimensions tangible, reliability, responsiveness, assurance, and empathy , and merchandise quality perception, and also examine the role of brand trust as mediating variable. The data were collected from 431 customer from Warunk Upnormal, that have an experience eating in Warunk Upnormal, aged 17 25 years old, and live in Jabodetabek. Data analysis was performed using structural equation modeling SEM with Lisrel 8.80. The result shows that 1 service quality perception and merchandise quality perception positively influence brand trust, 2 service quality perception and merchandise quality perception positively influence behavioral intentions, 3 brand trust positively influences behavioral intentions. "

"Penelitian ini dilakukan untuk mengetahui pengaruh pemahaman tentang peraturan perpajakan, peningkatan kualitas pelayanan dari KPP dan ketegasan sanksi perpajakan yang diberikan oleh kantor pajak dengan peningkatan kepatuhan melaporkan Surat Pemberitahuan (SPT) Tahunan Pajak Penghasilan pada Kantor Pelayanan Pajak Pratama Bogor. Penelitian ini dilakukan dengan metode Regresi Linear Berganda, mengambil sampel sebanyak 200, dilakukan kepada Wajib Pajak selaku pengusaha restoran yang terdaftar di Kantor Pelayanan Pajak Pratama Bogor. Dari hasil penelitian, disimpulkan bahwa pemahaman tentang peraturan perpajakan, peningkatan kualitas pelayanan KPP dan ketegasan sanksi perpajakan yang diberikan oleh kantor pelayanan pajak memiliki hubungan yang signifikan dengan peningkatan kepatuhan melaporkan Surat Pemberitahuan (SPT) Tahunan Pajak Penghasilan.

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This study was conducted to determine the effects of understanding tax laws, improving the quality of services tax office primary and sanctions provided by the assertiveness tax office with increased tax compliance in annual income tax SPT Reporting of Individual Taxpayers reporting on Tax Office Primary Bogor.

This research used Double Linear Regression Method, takes 200 person for the sample, this was conducted to taxpayers as well as restaurant’s owner who registered in the Tax Office Primary Bogor.

This result, it was concluded that an understanding of tax laws, improving the quality of services tax office primary and sanctions provided had a significant relationship with increasing tax compliance in annual income tax SPT Reporting."

"Penelitian ini bertujuan untuk mengukur tingkat kualitas layanan di Perpustakaan Universitas Indonesia dengan menggunakan instrumen LibQUAL. Dimensi yang diukur berdasarkan LibQUAL terdapat empat, yaitu Access to Information, Affect of Service, Personal Control dan Library as a Place. Responden diminta untuk menilai (1) harapan minimum atau minimum expectation yaitu, tingkat layanan yang dapat diterima, (2) desired expectation yaitu, tingkat layanan yang diinginkan sebenarnya dan (3) perceived yaitu, layanan yang dirasakan/diterima selama ini. Nilai kualitas layanan diperoleh dari selisih antara harapan dengan layanan yang diterima. Penelitian ini merupakan penelitian deskriptif dengan menggunakan pendekatan kuantitatif. Pengumpulan data dilakukan menggunakan kuesioner. Hasil penelitian ini mengungkapkan bahwa secara umum kualitas layanan Perpustakaan Universitas Indonesia dinilai masih di bawah harapan minimum yang artinya belum memuaskan. Hal ini bisa dilihat dari AG (kesenjangan) yang bernilai negatif, yaitu sebesar 0,17. Dimensi AI dinilai paling mendekati harapan responden. Layanan yang belum memuaskan responden sehingga perlu ditingkatkan lagi yaitu, kebaruan koleksi, kesesuaian koleksi dengan kebutuhan, sikap empati pustakawan dalam melayani, kemampuan pustakawan dalam menjawab pertanyaan/permasalahan, kemampuan pustakawan dalam memberikan solusi saat pengguna kesulitan mencari informasi, kemudahan penggunaan katalog online, kecepatan menemukan koleksi di rak, akses internet dan ketersediaan power supply dalam mendukung penggunaan laptop di perpustakaan.

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The purpose of this study is to survey level of library services quality in University of Indonesia’s library by using LibQUAL instrument. LibQUAL had four dimensions, these are Access to Information, Affect of Service, Personal Control and Library as a Place. Respondents asked to give their assessment about their (1) minimum expectation, minimum level of service that user would find acceptable, (2) desired expectation, level of service that user personally wants, (3) perceived, level of service that user perceived. The value of service quality acquired from the difference between perceived and expectation value. This study uses a quantitative approach with survey method and questionnaires as a tool to collect the data.

The general results of this study revealed that library could not meet user expectation. It can be seen from Adequacy Gap that has negative value, -0,17. The closest dimension with user expectation is AI. This study showed that user unsatisfied with these services; the up-to-date of collections, the collections conformity with the needs, librarian’s empathy, librarian’s problem solving skill, user-friendly in using online catalog, easy to find collections on the shelves, internet access and power supply availability."

"Penelitian yang berjudul “Kualitas Pelayanan Terminal Angkutan Umum dan Bus Kota Depok Dilihat Dari Perspektif Pengguna Jasa” ini dilakukan dalam rangka akademis. Kualitas diukur berdasarkan tujuh kriteria kualitas pelayanan terminal antarmoda oleh Komisi Eropa, yaitu indikator waktu, keandalan, fleksibilitas, kualifikasi, aksesibilitas, pemantauan dan keamanan. Penelitian berlangsung pada 2-31 Mei 2013. Penelitian ini merupakan penelitian kuantitatif, menggunakan kuesioner sebagai instrumen penelitian kepada 130 responden (100 penumpang; 30 kru angkutan) dengan menggunakan teknik penarikan sampel Accidental yang diolah dengan aplikasi SPSS. Hasil yang diperoleh dari pengolahan data menunjukan bahwa kualitas pelayanan terminal Kota Depok adalah buruk, yaitu sebesar 21%. Pemerintah Daerah dalam hal ini Dinas Perhubungan diharapkan dapat memperbaiki dan meningkatkan fasilitas-fasilitas dan infrastruktur terminal; mengurangi kemacetan di pintu keluar terminal melalui regulasi-regulasi; membenahi tata lokasi terminal serta pengaturan angkutan guna mempertahankan atau bahkan meningkatkan kualitas yang sudah baik dalam pelayanan terminal.

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This research which is entitled “Quality of Depok Public Transport and Bus Terminals Service Based On Users Perspective” is on academic purpose. Level of quality was measured based on Europe Commission’s quality of intermodal terminals, time indicator, reliability, flexibility, qualification, accessibility, monitoring, safety and security. The study took place from May 2nd to May 31st 2013. This is a quantitative-based research, therefore 130 questionnaires (100 passengers; 30 transport crews) were using Accidental Sampling technique and then processed using the SPSS.

The result obtained shows that service quality of Depok terminals is not good, amounting to 21%. Local Government of Depok, in this way Transport Departement is expected to make increasement in terminal facilities and infrastructures; decrease stagnation in exit gate of terminal; and arrange the city vehicles to maintain or even raise the quality of terminal eventhough the numbers are already in high terms of terminals services."

"Skripsi ini membahas tentang pengaruh dari enam sub dimensi perceived benefits dari program loyalitas yang terdiri dari monetary savings, convenience, exploration, entertainment, recognition, dan social benefits terhadap loyalitas pada program, yang dimediasi oleh variabel satisfaction with the program, perceived relationship investment, dan relationship quality berdasarkan studi Mimouni-Chaabane dan Volle (2010). Serta model perceived relationship investment (PRI) yang disajikan oleh De Wulf et al (2001) dan model yang diperbaiki dari value perception on loyalty Yi & Jeon (2003). Skripsi ini mengambil studi kasus program loyalitas café lokal di Indonesia, yakni café Chatime. Pengolahan data dalam penelitian ini menggunakan structural equation modeling (SEM). Hasilnya, subdimensi perceived benefit convenience, recognition, dan social benefit berpengaruh positif dan signifikan terhadap perceived relationship investment (PRI). Subdimensi perceived benefit convenience, entertainment, exploration, recognition, dan social benefit berpengaruh positif dan signifikan terhadap satisfaction with the program. PRI dan satisfaction with the program berpengaruh positif dan signifikan terhadap relationship quality, dan relationship quality berpengaruh positif dan signifikan terhadap loyalty to program. Namun tidak ditemukan pengaruh signifikan dari satisfaction with the program dan perceived benefits terhadap loyalty to the program. Hasil penelitian program loyalitas ini dapat digunakan praktisi pemasaran untuk membangun hubungan jangka panjang dengan pelanggannya.

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This research discusses about the effect of six sub dimension from loyalty program which consists of monetary savings, convenience, exploration, entertainment, recognition and social benefits on loyalty to the program, which mediated by variables such as satisfaction with the program, perceived relationship investment, and relationship quality based on Mimouni-Chaabane & Volle's study (2010). Also perceived relationship investment (PRI) model from De Wulf et al. (2001) and refined value perception on loyalty model by Yi & Jeon (2003). This research takes a case study of Indonesia's local café, which is Chatime Cafe's loyalty program. Structural equation modeling (SEM) is used for data processing. The results are three sub dimensions convenience, recognition, and social benefits positively influence perceived relationship investment (PRI). Sub dimensions convenience, entertainment, exploration, recognition, and social positively influence satisfaction with the program. PRI and satisfaction with the program also positively influence relationship quality, and relationship quality positively influences loyalty to the program. But neither satisfaction with the program and perceived benefits has influence to loyalty to the program. Results of this study of loyalty program can be used by marketers to build long-term relationships with its customers."

"Peningkatan kualitas pada layanan jasa bengkel Roda Kencana Motor diperlukan untuk meningkatkan daya saing bengkel, meningkatkan pendapatan bengkel dan meningkatkan kepuasan bagi pelanggan melalui layanan jasa bengkel. Penelitian ini, dilakukan sebagai upaya untuk meningkatkan kualitas layanan jasa bengkel Roda Kencana Motor dengan menggunkan metode Servqual dan metode Quality Function Deployment (QFD). Dari penelitian diperoleh 17 atribut pelayanan yang merupakan kebutuhan bagi pengguna jasa layanan bengkel. Dengan mengintegrasikan metode Servqual ke dalam QFD, maka diperoleh hasil dengan melihat hasil House of Quality adalah mengikuti pendidikan dan pelatihan, pelatihan costumer service dan pelayanan, melengkapi peralatan bengkel, melengkapi persediaan suku cadang dan memberikan tanda kejelasan menuju lokasi.

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Improve the quality of service station on roda kencana motor are needed to increase competitiveness workshop the raising of revenue service station and increase customer satisfaction through service for the service station. This research, done as an effort to improve the quality of service roda kencana motor with both a method of servqual and methods quality function deployment ( QFD ).

Obtained from research service 17 an attribute that is a need for users of the service of the service station. By integrating a method of servqual into QFD, and obtained the result with see the result of the house of quality is in education and training, training costumer service and service; furnish equipment workshop furnish an inventory of replacement parts danmemberikan a sign of clarity to the location."

"Skripsi ini membahas persepsi masyarakat terhadap kualitas pelayanan perizinan SIUP dan IMB di BPMP2T Kota Depok. Penelitian ini adalah penelitian kuantitatif dengan desain deskriptif. Hasil penelitian menyatakan bahwa waktu pembuatan melebihi waktu resmi yang ditentukan oleh BPMP2T. Hal ini terjadi karena kurangnya koordnasi antara BPMP2T dengan dinas-dinas teknis. Peneliti menyarankan bahwa perlu adanya realisasi penyatuan dinas-dinas teknis dengan BPMP2T agar lebih mempermudah koordinasi pelayanan perizinan dan memangkas waktu proses pembuatan peizinan SIUP dan IMB. Simpulan hasil penelitian menunjukkan bahwa kualitas pelayanan perizinan SIUP dan IMB di BPMP2T Kota Depok sudah tergolong baik, hanya saja masih perlu ditingkatkan lagi koordinasi dengan dinas teknis, kecamatan dan kelurahan.

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Focus of this study is Society Perception about Quality of SIUP and IMB Licensing Service on BPMP2T Depok City. This research is quantitative which use descriptive interpretative. The results of research stated that time the manufacture of exceeding the official time prescribed by BPMP2T. It happened because of a lack of coordination between BPMP2T with technical team. Researcher suggest that requires the realization of the unification of technical team with BPMP2T to be more facilitate coordination permit service and cut the time the process of making SIUP and IMB licensing service. Summary of this research show that Quality of SIUP and IMB Licensing Service on BPMP2T Depok City is good, but it still need to increase coordination with technical team, subdistrict and village government."