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"Dunia Fantasi (Dufan)  located in Taman Impian Jaya Ancol is one leading recreational unit with specific characteristics as a theme park.  A research was done towards with service quality and implementation of experiential direct effect, marketing applied in using path analysis.  Experiential marketing was to a is to positive and significant impact on variables.  The objec of this research and determine the effect implementation of experiential marketing to its impact on customer intention of Dufan.  Data collection was conducted through questionnaire given to Dufan visitors.  From the results of data analysis we found that service quality has not significantly influenced customer's attitude.  The study revealed that the direct effect between experiential marketing and customer intention is strong As a subsequent finding,  service quality has not given a significant effect on intention.  However, experiential marketing was found having an indirect influence on customer intent mediated by attitude,  in which the results of the study suggested that the indirect effect customer attitude has a direct positive and significant impact on customer intention variables.  The direct influence of customer attitude to customer intention in Fantasy World, was "strong""

"Penelitian ini dilakukan untuk mengukur hubungan di antara kualitas layanan, kepuasan pelanggan dan niat perilaku. Metode survei digunakan untuk mengumpulkan data dari pelanggan yang mendapat perawatan di organisasi medis militer di Malaysia. Hasil analisis model jalur Smart-PLS menegaskan bahwa hubungan antara fitur kualitas layanan (tangible, reliability, responsiveness, assurance dan empathy) dengan kepuasan pelanggan berkorelasi secara positif dan signifikan dengan niat perilaku. Hasil ini menunjukkan bahwa pengaruh fisik, reliabilitas, responsif, jaminan, dan empati terhadap niat perilaku dimediasi oleh kepuasan pelanggan. "

"Tujuan penelitian ini adalah untuk melihat apakah ada hubungan antara service quality, perceived value, customer satisfaction serta post-purchase intention pada responden yang pernah menggunakan M-VAS dalam 6 (enam) bulan terakhir, berusia 18-35 tahun, serta berdomisili di Jabodetabek. Adapun hasil penelitian diolah dengan menggunakan Structural Equation Modeling. Hasil penelitian menunjukkan bahwa service quality berhubungan positif dengan perceived value. Perceived value berpengaruh secara signifikan terhadap customer satisfaction dan post-purchase intention. Customer satisfaction juga berpengaruh secara signifikan terhadap post-purchase intention. Sementara itu, service quality menunjukkan hubungan tidak langsung dengan customer satisfaction dan post-purchase intention melalui perceived value.

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This research aims to observe the relationships amongst service quality, perceived value, customer satisfaction and post-purchase intention for the respondents who have used M-VAS in the last 6 (six) months, aged 18-35 years old, and live in Jabodetabek area. The result shows that service quality positively influences perceived value. Whereas perceived value positively influences both customer satisfaction and post-purchase intention. Customer satisfaction also positively influences post-purchase intention. In the end, service quality has an indirect positive influence towards customer satisfaction and post-purchase intention through perceived value."

"Penelitian ini bertujuan untuk menganalisis pengaruh E-Service Quality terhadap repurchase intention melalui customer satisfaction pada JD.ID. Penelitian dilakukan terhadap pengguna JD.ID di wilayah Jabodetabek. Penelitian ini menggunakan metode kuantitatif, structural equation modeling serta analisis jalur untuk metode penelitiannya. Hasil penelitian ini menunjukan bahwa E-Service Quality mempunyai pengaruh terhadap customer satisfaction. E-Service Quality tidak memiliki pengaruh langsung terhadap repurchase intention. Akan tetapi penelitian ini menunjukan pengaruh tidak langsung EService Quality terhadap repurchase intention melalui customer satisfaction.

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The objective of this study is to analyse the effect of E-Service Quality on repurchase intention with customer satisfaction acts as a mediator on e-commerce JD.ID. The study was conducted on JD.ID customer in Jabodetabek area. This study is a quantitative research using structural equation modeling (SEM) and path analysis as the analysis methods. The study shows that E-Service Quality directly influences customer satisfaction but does not influence repurchase intention directly. However, when customer satisfaction acts as a mediating variable the study shows that E-Service Quality indirectly influence repurchase intention."

"Obyektif penelitian pada tesis ini adalah untuk membahas mengenai pengaruh dimensi service quality (Reliability, Assurance, Tangible, Empathy, dan Responsiveness) terhadap service loyalty pada perspective B2B dan meneliti 8 variable penelitian sebelumnya oleh Lemke et al. (2006) (Accesibility, Competence, Customer Recognition, Helpfulness, Personalization, Problem Solving, Promise Fulfillment,dan Value for Time) sebagai pembentuk customer experience pada perspective B2C. Customer Experience Management (CEM) adalah suatu framework untuk menjaga customer experience secara bertahap secara kreatif dan strategis (Bernd Schmitt, 2003). Dari penelitian terhadap responden pada perspektif B2B Castrol Bike Point didapatkan hasil bahwa dimensi service quality berpengaruh positif terhadap service loyalty. Pada perspektif B2C Castrol Bike Point didapatkan hasil kontribusi terbesar pembentukand dari customer experience adalah promise fulfillment dan value for time. Penelitian ini juga menunjukkan bahwa terdapat hubungan yang kuat antara service quality dan service loyalty serta customer experience konsumen.

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The research objective of this tesis are to highlight correlation between service quality (Reliability, Assurance, Tangible, Empathy, and Responsiveness) to service loyalty in perspective B2B and 8 variables that found by Lemke et al. (2006) (Accesibility, Competence, Customer Recognition, Helpfulness, Personalization, Problem Solving, Promise Fulfillment,and Value for Time) as formed customer experience in perspective B2C. Customer Experience Management (CEM) is a framework to built step by step of customer experience with creative strategies (Bernd Schmitt, 2003). From reseach concerning to respondent that in perspective B2B Castrol Bike Point had high correlation between service quality with service loyalty. In perspektif B2C Castrol Bike Point there are only 2 variables that very high correlation ( promise fulfillment and value for time). The research also shown that there is very strong correlation between service quality and service loyalty along with customer experience.;The research objective of this tesis are to highlight correlation between service quality (Reliability, Assurance, Tangible, Empathy, and Responsiveness) to service loyalty in perspective B2B and 8 variables that found by Lemke et al. (2006) (Accesibility, Competence, Customer Recognition, Helpfulness, Personalization, Problem Solving, Promise Fulfillment,and Value for Time) as formed customer experience in perspective B2C. Customer Experience Management (CEM) is a framework to built step by step of customer experience with creative strategies (Bernd Schmitt, 2003). From reseach concerning to respondent that in perspective B2B Castrol Bike Point had high correlation between service quality with service loyalty. In perspektif B2C Castrol Bike Point there are only 2 variables that very high correlation ( promise fulfillment and value for time). The research also shown that there is very strong correlation between service quality and service loyalty along with customer experience."

"Skripsi ini membahas pengaruh kualitas pelayanan, kepuasan konsumen, dan experiential marketing terhadap word of mouth. Penelitian ini adalah penelitian kuantitatif yang menggunakan kuesioner untuk mengukur penilaian konsumen terhadap Taman Pengembangan Anak Makara Fakultas Psikologi Universitas Indonesia. Setelah dilakukan uji regresi berganda, diketahui bahwa kualitas pelayanan, kepuasan konsumen, dan experiential marketing memiliki pengaruh yang signifikan terhadap intensitas word of mouth. Tidak ada perbedaan intensitas word of mouth pada pria dengan wanita. Organisasi yang ingin memaksimalkan promosi melalui word of mouth sebaiknya memfokuskan bukan pada word of mouth itu sendiri melainkan pada faktor-faktor yang menjadi penyebab munculnya word of mouth melalui strategi bauran pemasaran yang efektif.

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The focus of this study to discuss influence of service quality, customer satisfaction, and experiential marketing toward word of mouth. This quantitative research used questionnaires as a mean to collect data from customer of a Taman Pengembangan Anak Makara of Faculty of Psychology at University of Indonesia. From the multiple regression test, we found that service quality, customer satisfaction, and experiential marketing have a significant effect on word of mouth communication. There was no difference in the intensity of word of mouth in men with women. Organization who tries to maximize word of mouth promotion should focus on factors that effect the word of mouth through effectively marketing mix strategy."

"Saat ini pertumbuhan provider telekomunikasi semakin bertambah di Indonesia sehingga konsumen semakin memiliki banyak pilihan dalam menggunakan suatu layanan jasa dari provider yang tersedia, bahkan pelanggan terus menuntut untuk layanan yang lebih baik. Bagi provider yang ada ini menjadi tantangan dimana kompetisi semakin meningkat dan diikuti permintaan layanan yang baik dari pelanggannya. Dimana yang terbaik saat ini adalah bagaimana provider tersebut memenangkan loyalitas pelanggannya.Penelitian ini bertujuan untuk menguji pengaruh switching cost, kualitas pelayanan dan kepuasan pelanggan dalam layanan telekomunikasi selular. sebanyak 124 pengguna jasa GSM di survei di Jakarta. Data dianalisis dengan menggunakan analisis regresi. Penelitian ini menunjukkan bahwa switching cost, kualitas pelayanan dan kepuasan pelanggan memiliki hubungan yang positif dengan loyalitas pelanggan.

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The growth of telecommunication providers in Indonesia are increasing rapidly so that consumers have more choices in using a service from the provider services, even customers continue to demand for better services. For existing providers this is a challenge in which competition increased and followed by a request from the customer for good service. Where the best way is how these providers win customer loyalty.This study attempts to examine the effect of switching cost, service quality and customer satisfaction in the mobile telecommunication services. as many as 124 users of GSM services were surveyed in Jakarta. the data was analyzed by regression analysis. The study shows that the switching cost, service quality and customer satisfaction have positive association with customer loyalty."

"Listrik merupakan energi yang sangat dibutuhkan. Untuk memastikan bahwa suplai listrik terdistribusikan dengan baik, semua peralatan, baik yang utama maupun pendukung harus dalam kondisi andal dan aman, maka peran laboratorium uji di bidang ketenagalistrikan sangat dibutuhkan. Meningkatnya kebutuhan listrik yang sebanding dengan bertambahnya jumlah peralatan penyalur listrik membuat berdirinya laboratorium pengujian yang sejenis. Oleh karena itu, untuk tetap dapat bersaing, laboratorium uji harus memperbaiki keseluruhan kinerja pelayanan, dengan demikian diharapkan pelanggan akan kembali untuk menggunakan jasa dari laboratorium tersebut. Penelitian ini mencoba mengidentifikasi pengaruh kualitas pelayanan terhadap kepuasan pelanggan dan loyalitas pelanggan. Enam faktor kualitas pelayanan yang akan diuji terdiri dari informasi, administrasi, waktu, petugas, peralatan, dan hasil uji dan untuk mengukur keenam faktor tersebut digunakan Structural Equation Modeling SEM.

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Energy in the form of electricity is required by a lot of people in the world, particularly in Indonesia. To assure the electricity supply is distributed very well, the major and other supporting equipment should be reliable and safe. For checking the equipment, role of electricity testing laboratory required. Increasing demand of electricity, which is equal to the amount of electricity equipment, causes the establishment of similar laboratory. Thus, to stay in high competition, the laboratory should maintain the overall performance service quality then customer will reuse the service. This study attempts to identify the impact of service quality factors on customer satisfaction and customer loyalty. In this case, six service quality factors will be examined, encompassing information, administration, time, personnel, equipment, and test report. Structural Equation Modeling SEM will be used to measure the factors."

"Penelitian ini mencoba untuk menjawab dua pertanyaan: pertama adalah apa hubungan kualitas jasa dan produk terhadap kepuasan konsumen? Kedua, apa hubungan dari kepuasan konsumen terhadap niat konsumen untuk mengganti merek dalam industri mobil? Penelitian ini menggunakan regresi untuk menguji hipotesis penilitian mengenai pengaruh kualitas jasa dan produk terhadap kepuasan konsumen, dan niat konsumen mengganti merek. Penelitian ini menggunakan sampel sebesar 100 orang yang telah memiliki mobil Honda lebih dari satu tahun, dan telah secara pribadi mendatangi diler Honda untuk melakukan servis mobil. Penelitian ini menemukan bahwa kualitas jasa dan produk memiliki hubungan positif yang signifikan terhadap kepuasan konsumen, dan bahwa kepuasan konsumen tidak memiliki hubungan yang signifikan terhadap intensi untuk mengganti merek.

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This research tries to answer two key research questions, firstly what is the relationship between service quality and product quality on customer satisfaction within an integrated model? Secondly what is the relationship between customer satisfaction and customers’ intention to switch brands in the automobile i ndustry. This research uses regression to test the hypothesis of product and service quality contribution towards customer satisfaction, and customers’ intention to switch brands. The samples of this research consists of 100 people who own a Honda automobile for more than a year, and have personally brought their automobile to a Honda dealership for service. Results show that service quality and product quality significantly affects customer satisfaction, and that customer satisfaction does not have a negative significant relationship with customers’ intention to switch brands."