Hasil Pencarian  ::  Simpan CSV :: Kembali

"This title is based on first-hand interviews with professionals of all levels who have studied Apple, hundreds of hours observing the selling floor in Apple's retail space, and extensive research into the company's training programs.Acknowledgments Introduction: Enriching Lives Part I: Inspiring Your Internal Customer Chapter 1: Dream Bigger Chapter 2: Hire for Smiles Chapter 3: Cultivate Fearless Employees Chapter 4: Build Trust Chapter 5: Foster a Feedback Loop Chapter 6: Develop Multitaskers Chapter 7: Empower Your Employees Part II: Serving Your External Customer Chapter 8: Follow Apple's Five Steps of Service Chapter 9: Reset Your Customer's Internal Clock Chapter 10: Sell the Benefit Chapter 11: Unleash Your Customer's Inner Genius Chapter 12: Create Wow Moments Chapter 13: Rehearse the Script Chapter 14: Deliver a Consistent Experience Part III: Setting the Stage Chapter 15: Eliminate the Clutter Chapter 16: Pay Attention to Design Details Chapter 17: Design Multisensory Experiences Conclusion: The Soul of Apple Notes Index"

"In a tight market, your most powerful growth engine?and your best protection from competitive inroads?is this: put everything you can into cultivating true customer loyalty. Loyal customers are less sensitive to price competition, more forgiving of small glitches, and, ultimately, become ?walking billboards? who will happily promote your brand."

"Melaksanakan kegiatan Corporate Social Responsibility (CSR) adalah suatu kewajiban yang wajib dilakukan perusahaan pada umumnya. XL sebagai salah satu perusahaan telekomunikasi dan operator seluler sejak tahun 2006 sudah mulai menerapkan program CSR. Selain itu service quality merupakan suatu elemen penting di dalam perusahaan yang dapat mempengaruhi kepuasan pelanggan. Dimana nantinya dari loyalitas pelanggan dapat ditunjukkan dalam beberapa cara seperti customer retention, recommendation, dan share of wallet.Hasil penelitian ini menemukan bahwa CSR tidak berpengaruh secara signifikan terhadap customer satisfaction, sedangkan service quality berpengaruh secara segnifikan terhadap customer satisfaction, dan customer satisfaction berpengaruh secara signifikan terhadap customer retention, recommendation, dan share of wallet.

---

Nowadays, the implementation of Corporate Social Responsibility (CSR) is a must for every firm in Indonesia. XL, as one of the players in Indonesia telecommunication industry since 2006, has implemented CSR program. Besides that, service quality is an important element that gives affects to customer satisfaction. Customer retention, recommendation, and share of wallet are factors that try to be identified as the customer loyalty.

Based on the research result, CSR does not affect customer satisfaction significantly, whereas service quality affects customer satisfaction significantly and customer satisfaction affects customer retention, recommendation, and share of wallet significantly."

"Studi tentang pengelolaan customer retention bersumber dari kebutuhan perusahaan untuk mempertahankan customer agar tetap loyal menggunakan produk ataupun layanan yang ditawarkan. Hingga saat ini customer retention menjadi salah satu perhatian utama dalam dunia bisnis karena menurunnya tingkat customer retention berdampak pada berkurangnya revenue. Big data mulai banyak dimanfaatkan sebagai sumber data untuk memahami suatu kondisi ataupun untuk memprediksi suatu behavior yang akan terjadi melalui berbagai pemodelan analisis data. Peristiwa berhentinya customer dari menggunakan produk ataupun layanan disebut customer churn. Penelitian ini menyajikan dua model untuk membantu suatu perusahaan jasa penyedia layanan online berbasis internet untuk menganalisis dan memprediksi future behavior berupa customer churn dan memahami kondisi yang menyebabkannya. Model prediksi customer churn yang dikembangkan menggunakan konsep logistic regression dan random forest. Hasil dari penelitian ini menunjukkan bahwa model yang dikembangkan bisa mengidentifikasi customer suatu perusahaan penyedia layanan online QWE.Inc yang berpotensi akan meninggalkan layanan. Selain itu penelitian ini juga menganalisis faktor-faktor yang memiliki pengaruh signifikan terhadap kondisi tersebut dan memberikan saran pengelolaan customer retention dengan program customer relationship management.

---

The study of customer retention management is influenced by the need of the companies to keep their customers stay loyal to use their products or services. Customer retention is one of the main concerns in the business world until today, since the declining level of customer retention will result in the reduced revenue. Big data begin to be widely used as source of data to learn about condition or to predict behavior that may occur through various data analysis modeling. The event of the customer stop from using the product or service is called customer churn.

This study presents two models to help QWE Inc. an internet based online service provider company, to analyze and predict future behavior which is customer churn and understand the causes. Customer churn prediction models in this study have been developed using logistic regression and random forest concepts.

The results of this study indicate that the developed model can identify the customer of QWE.Inc that will potentially leave the service. In addition, this study also analyzed the factors that have a significant influence on these conditions and provide advice on customer retention management with customer relationship management programs."

"Ketidaktercapaian target produksi minyak dan gas dari yang direncanakan di akibatkan oleh salah satu sumber fasilitas produksi migas yang tidak bekerja secara optimal. maka dilakukan identifikasi peristiwa risiko yang berdampak negatif terhadap sasaran produksi di dalam proses pemeliharaan fasilitas produksi ditinjau dari penerapan Sistim Manajemen Mutu. Dari evaluasi dan uji korelasi statistik ditemukan faktor dominan yang mempengaruhi kepuasan pelanggan seperti Training Program, Tenaga Kerja, Review Data & Workshop; Pendokumentasian Dokumen; Planning Pemeliharaan dan keterlibatan top management. Respon risiko yang berupa tindakan pencegahan, tindakan korektif yang dijadikan dasar Improvement flow proses pemeliharaan lewat penyempurnaan metode Sistem Manajemen Mutu untuk meningkatkan kepuasan pelanggan.

---

Production of oil and gas is not achieved as planned can result from one source of production facilities does not working optimally. It would require to identification of risk events that's negatively impact on the production targets in the maintenance process of production facilities in the terms implementation of Quality Management System. Evaluation and correlation of statistics found the dominant factor influencing customer satisfaction as Training Program, Labor, Review Data & Workshop; Documentation of Documents; Maintenance Planning and Involvement of top management. Risk response in the form of preventive actions, corrective actions will be used as the basis improvement of flow maintenance process through the update of Quality Management System to improve customer satisfaction."

"Penelitian ini ingin menganalisis pengaruh citra merek terhadap loyalitas pelanggan yang menggunakan ponsel iPhone di DKI Jakarta. Sampel penelitian adalah pengguna ponsel iPhone pertama kali di DKI Jakarta dengan jumlah 100 responden. Penelitian ini adalah penelitian kuantitatif dengan desain eksplanatif. Penelitian ini menggunakan metode uji reliabilitas, uji validitas, regresi berganda, dan uji hipotesis yang terdiri dari uji R2, uji F, dan uji t. Hasil dari penelitian ini menunjukkan bahwa iPhone memiliki citra merek yang baik; loyalitas pelanggan ponsel iPhone adalah baik; dan citra merek ponsel iPhone memiliki hubungan yang positif terhadap loyalitas pelanggannya dan memiliki pengaruh yang signifikan.

---

The purpose of this research is to investigate the effect of brand image on customer loyalty of iPhone cell phone in Jakarta. The sample of this research is iPhone first-time users in Jakarta area as much as 100. This is a quantitative research with explanative design. This research using reliability test, validation test, simple reggresion, and hipothesis test with R2 test, F test, and t test. The result of this research are that brand image of iPhone have a good point as much as its customer loyalty, and iPhone’s brand image do have positive and significant effect on customer loyalty. "

"Ini adalah sebuah realitas dipasar bahwa perusahaan dalam bisnisnya terkadang menimbulkan switching cost kepada konsumennya, untuk menghambat mereka beralih ke perusahaan yang lain. Dalam situasi yang kompetitif, seperti industri pembiayaan, dimana sebagian besar konsumen berhubungan dengan perusahaan hanya pada sekali pertemuan, memiliki potensi switching cost sebagai penghambat dan sebuah bahan pengikat dari loyalitas pelanggan dapat berubah? Untuk mengatasi masalah tersebut, penelitian ini meneliti efek moderasi switching cost terhadap Customer Loyalty diukur melalui nilai customer satisfacion dan Perceived Vaue.Hasilnya, diperoleh dari kuesioner berbasis e-mail terhadap konsumen pengguna perusahaan pembiayaan, menunjukkan bahwa untuk meningkatkan Customer Loyalty perusahaan harus fokus terutama kepada Customer Satisfaction dan Perceived Vaue. Efek moderasi switching cost hanya akan memperkuat hubungan hal tersebut. Mengingat penemuan utama tersebut, penelitian ini memberikan implikasi strategis terhadap Customer Loyalty dalam industri pembiayaan konsumen.

---

It is a marketplace reality that company sometimes inflict switching cost on their customer, to inhibit them from defecting to other company. In a competitive setting, such as financial industries, where most of customers contact with company only at once, has the potential of switching cost as an exit barriers and a binding ingredient of customer loyalty become altered? To address that issue, this research examines the moderating effect of switching cost on customer loyalty through both satisfaction and perceived value measures.

The results, evoked from an e-mail based questionnaire to the user?s of consumer financing company, indicate that to increase customer loyalty company has to focus primarily to customer satisfaction and perceived value. Moderating effect of switching cost will only strengthen this relationship. In light of the major findings, this research sets forth strategic implication for customer loyalty in the setting of consumer financing industries."

"Penelitian ini membahas mengenai tingkat kepuasan pengguna terhadap pelayanan KRL commuter line rute Bogor-Jakarta Kota. Pembahasan penelitian ini menggunakan teori kualitas pelayanan oleh A. Parasuraman, Valarie A. Zeithaml, dan Leonard L. Berry yang terdiri dari lima dimensi yakni, bukti fisik, kehandalan, ketanggapan, jaminan, serta empati. Pendekatan penelitian ini menggunakan pendekatan kuantitatif dengan teknik pengumpulan data berupa survei dan wawancara mendalam dengan pengguna jasa dan juga petugas KRL commuter line rute Bogor-Jakarta Kota.Hasil penelitian menunjukkan terdapatnya kesenjangan antara kualitas pelayanan yang diberikan dengan yang diharapkan oleh pengguna. Kesenjangan ini menunjukkan bahwa harapan pengguna akan ke lima dimensi lebih tinggi dibandingkan dengan kenyataan yang diterima di lapangan. Semakin kecil nilai kesenjangannya, maka dapat dikatakan pelayanannya semakin baik. Nilai kesenjangan rata-rata terendah berada pada dimensi empati, yaitu sebesar -1.25, maka dimensi empati ini merupakan dimensi yang paling baik. Sedangkan nilai kesenjangan rata-rata tertinggi berada pada dimensi bukti fisik, yaitu sebesar -1.41, maka dimensi bukti fisik dapat dikatakan kurang baik dan perlu diperbaiki. Tingkat kesuaian dari hasil analisis antara harapan pengguna dengan kenyataan secara keseluruhan sebesar 65.47%. Berdasakan penilaian tersebut, dapat dikatakan kepuasan responden mengenai pelayanan KRL commuter line rute Bogor-Jakarta Kota secara keseluruhan sudah cukup memuaskan. Hasil dari penelitian menyarankan bahwa pelayanan KRL commuter line perlu ditingkatkan dari segi ketersediaan kursi tunggu, kemampuan petugas, serta keamanan dan kenyamanan saat berada di dalam stasiun maupun dalam gerbong kereta guna memberikan pelayanan maksimal kepada pengguna.

---

This research discussed the level of customer satisfaction with the service of the commuter line at Bogor-Jakarta Kota route. The discussion of this research uses the theory of service quality by A. Parasuraman, Valarie A. Zeithaml, and Leonard L. Berry which consists of five dimensions: Tangibles, Reliability, Responsiveness, Assurance and Empathy. This research approach uses a quantitative approach with data collection techniques such as surveys and in-depth interviews with service users and also commuter line KRL officers at Bogor-Jakarta Kota route.

The results of this research that there is a gap between the quality of services provided and those expected by the customer. This gap shows that the expectations of the customer will be to five dimensions higher than the reality received in the field. The smaller the gap value, the better the service can be said. The lowest average gap value is in the empathy dimension, which is equal to -1.25, so this empathy dimension is the best dimension. While the highest average gap value is in the tangibles dimension, which is equal to -1.41, the dimensions of tangibles can be said to be poor and need to be corrected.

The result of the analysis between passenger expectation and overall reality was 65.47%. Based on this assessment, it can be said that the customer satisfaction with the service of the commuter line KRL Bogor-Jakarta Kota route as a whole is quite satisfactory. The result suggest that services of the commuter line should be improve in many ways, such us availability of waiting seats, ability of the officer, security and also comfortness while at the station or in the train to provide maximum services for the passenger."

"Penelitian ini membahas pengaruh dan hubungan dari variabel personal selling terhadap kepuasan nasabah dan variabel sales promotion terhadap kepuasan nasabah. Penelitian ini adalah penelitian kuantitatif dengan desain penelitian eksploratif dan deskriptif. Responden penelitian ini berjumlah 170 orang dengan kriteria pernah berkomunikasi atau berhubungan dengan sales funding dan pernah bertransaksi di BNI Syariah minimal 3 tiga bulan terakhir. Model penelitian dengan dua hipotesis diuji dengan analisis regresi. Hasil penelitian menyatakan bahwa personal selling dan sales promotion berhubungan dengan kepuasan nasabah. Akan tetapi personal selling belum berpengaruh terhadap kepuasan nasabah sedankan sales promotion memiliki pengaruh terhadap kepuasan nasabah.

---

This study discusses the influence and relationship of personal selling against customer satisfaction and sales promotion for customer satisfaction. This research is quantitave research with exploratory and descriptive research design. This survey respondents amounted to 170 peoples by communicate or relate to sales funding and had transaction in BNI Syariah at least 3 three months. The research model with two hypotheses were tested by regression analysis The study states that personal selling and sales promotion relating to customer satisfaction. However personal selling not affect the customer satisfaction while the sales promotion had an influence on customer satisfaction."