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"This research is taken to know about visitor satisfaction level to visitor services at Ragunan Zoo Park. Technical sampling used is accidental sampling, samples taken from respondent at Ragunan Zoo Park, Which were met instantly with researcher on Ragunan Zoo Park. Total of respondent is 147 respondents. After that visitor satisfaction level to service quality at Ragunan Zoo Park, measured through empathy dimension, tangibles dimension, reliability dimension, responsiveness dimension and assurance dimension. The dimensions are formulated to become 29 indicator variable as items on questioner.Result of research shown that 29 variable that have been researched are valid and reliable to be analyzed furthermore. Due to examination satisfaction level on visitor side, known that the highest visitor satisfaction level at Ragunan Zoo Park from 5 service quality dimension is on reliability dimension with mean score -1,1 and 78,80% percentage. While that the lowest visitor satisfaction level at IMP. from 5 service quality is on responsiveness dimension with mean score -1,7 and 66,93% percentage. Seen from 5 dimensions shown that mean score and percentage point satisfaction level, TMR needs more qualities services.From analyze result of importance level, shown that tangible dimension is the highest importance level with mean score 5,390 as fist priority for improvement of qualities services at TMR. Then followed by assurance dimension as a second priority for improvement of qualities services at TMR with mean score 5,380. Responsiveness dimension take the third priority for increment of qualities services with mean score 5,350. The fourth level of importance and improvement of qualities services is on empathy dimension with mean score 5,330. And on the fifth one is reliability with mean score 5,270.The result from analyzing level of satisfaction and analyzing of importance then, things need to be done to increase services quality at TMR are: Knowledge improvement of the officer, an improvement of leadership role, regulation improvement at Ragunan Zoo Park in the form of interdict and sanction gift that is perceivable by visitor, an effort through priority from 5 dimension in attainment of affectivity and efficiency qualities services at Ragunan Zoo Park, Which are containing of: First priority on tangibles dimension, second priority on assurance dimension, third priority on responsiveness dimension, fourth priority on empathy dimension and fifth priority on reliability dimension."

"Pembangunan Alun-alun Kota Depok merupakan bentuk kontribusi pemerintah dalam penyediaan lingkungan layak huni bagi masyarakat. Namun, masih terdapat permasalahan yang timbul diantaranya adalah kritik mengenai Alun-alun Kota Depok yang belum sesuai dengan konsep ruang terbuka hijau, kurangnya performa kinerja petugas, dan kemacetan area sekitar. Oleh karena itu, tujuan dari penelitian ini adalah untuk menganalisis tingkat kepuasan masyarakat terhadap fasilitas ruang terbuka hijau di Alun-alun Kota Depok. Metode penelitian ini dilakukan dengan mix method yaitu menggabungkan antara teknik pengumpulan data kuantitatif dan kualitatif. Instrumen yang digunakan dalam penelitian ini dengan cara melakukan survey kuesioner menggunakan skala likert, observasi, wawancara mendalam, dan studi kepustakaan. Hasil penelitian menunjukkan bahwa mayoritas responden menyatakan puas terhadap fasilitas ruang terbuka hijau di Alun-alun Kota Depok. Namun dalam beberapa hal masyarakat masih merasa kurang puas, seperti pada kinerja petugas yang mendapat nilai cukup dari responden sehingga perlu adanya perbaikan. Saran yang dapat diberikan kepada pengelola Alun-alun yaitu UPTD Tahura adalah agar dapat menambah unsur flora, memperbanyak sumber daya manusia dalam pengelolaan area, memberikan wadah untuk kritik dan saran dari masyarakat, mengatasi kemacetan, dan menambah moda transportasi umum kearah lokasi Alun-alun.

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.The construction of Depok City Town Square is a form of govenment contribution in providing a liveable environtment for the community. However, there are still problems that arise, including criticism about Depok City Town Square which is not in accordance with the concept of green open space, performances of officers, and congestion in the surrounding area. Therefore, the purpose of this study was to analyze visitor’s satisfaction on green open space facilities of Depok City Town Square. The method of this research is carried out with a mix method that combines quantitative and qualitative data collection techniques. The instrument that used in this study was by conducting a questionnaire survey with likert scale, observation, interviews, and library research. The result showed that the majority of respondents expressed satisfaction with green open space facilities of Depok City Town Square. However, in some cases the visitor is still felt unsatisfied, such as the performance of officers who received sufficient scores from the respondents, and it needs to be improved. Suggestions that can be given to UPTD Tahura as management of Depok City Town Square, are to be able to add flora elements, increase human resources in management area, provide a forum for criticism and suggestions from community, solve highway congestion, and add public transportation to the Town Square’s location."

"On reaching to the customer in East Java, the electrical energy sourced from all existing generator in Java Island and Bali Island will flow over several cluster system, particularly in technical matters related to maximum capability and efficiency in distribution. To increase the customer satisfaction, prior to the things shall be precised that is by knowing some factors subject to the relative customer satisfaction, with the result of recognizing whatever determining services should be maintained and increased and decreased.Subject to the problem of this research will concern with decisive factors in the level of interest and satisfaction to customer for service quality, Subjects of this problem include such as below; How big is the customer satisfaction level of PLN meet to the existing service performance of PLN? What is the result found in the intelligence analysis that the PLN could survive from and without being surpassed by its customer?The Aim of Research, To define the map of customer expectation by performing the service from PT PLN East Java Distribution; To define the result of analysis intelligence to potential disruption in stability of services from PT PLN East Java Distribution.Field observation is implemented by doing the survey. The aim of this method is to aggregating a number of respondent data from some examples through measuring tools of interview in form of list of questionnaire.As from the observation result herein will have resulted several factors point of servicing in PLN that must be notified by PT. PLN East Java Distribution within a short term, so that the service performance of PT. PLN is getting better to the customer and hindered from disruption and threaten."

"Penelitian ini bertujuan untuk mengamati hubungan antara empat dimensi integrated marketing communication (IMC), yang mencakup konsistensi, interaktivitas, fleksibilitas, dan konektivitas, dengan kepuasan pelanggan sebagai bentuk pengaruh evaluasi pelanggan yang meliputi kepuasan terhadap produk serta layanan ritel yang menggunakan desain penelitian konklusif dengan penekanan deskriptif dan survei online untuk mengumpulkan data. Sampel terdiri dari 304 responden yang memenuhi kriteria dalam mengisi kuesioner dengan menggunakan purposive sampling dalam pengumpulan data. Metode penelitian yang digunakan merupakan Partial Least Square-Structural Equation Method (PLS-SEM). Data yang dikumpulkan berasal dari masyarakat yang berada di wilayah Jabodetabek sebagai kota megapolis di Indonesia. Penelitian ini mendefinisikan empat dimensi dari IMC dalam omnichannel retailing yang mampu mempengaruhi keputusan pembelian maupun perilaku pelanggan sebagai evaluasi pelanggan yang dapat diukur melalui strategi pemasaran tersebut. Penelitian ini dapat membantu pelaku bisnis dalam memutuskan strategi pemasaran perusahaan, secara khusus dalam industri ritel yang berhubungan erat dengan sistem omnichannel melalui pengimplementasian IMC.

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This research aims to examine the relationship between the four dimensions of integrated marketing communication (IMC), which include consistency, interactivity, flexibility, and connectivity, with customer satisfaction as a form of influence on customer evaluation which includes satisfaction with products and retail services which uses a conclusive research design with a descriptive emphasis and an online survey to collect data. The sample consisted of 304 respondents who met the criteria for completing the questionnaire utilizing purposive sampling in data collection. The research method used is the Partial Least Square-Structural Equation Method (PLS-SEM). The data was collected from society in the Jabodetabek area as a megapolis in Indonesia. This research defines four dimensions of IMC in omnichannel retailing that have the potential to affect purchasing decisions and customer behavior as customer evaluations which can be measured through this marketing strategy. This research may assist marketers in deciding on company marketing strategies, especially in the retail industry which is closely related to the omnichannel system through implementing IMC."

"KRL Access merupakan aplikasi yang diluncurkan PT KCI pada tahun 2014 yang berfungsi untuk membantu pengguna KRL agar dapat mengetahui jadwal dan posisi KRL secara real time. Walaupun KRL Access sudah diluncurkan sejak lama, namun hal tersebut tidak membuat para pengguna KRL Access merasa puas terhadap performas aplikasi tersebut. Hal itu dikarenakan masih terdapat beberapa permasalahan didalamnya seperti informasi yang dihasilkan tidak akurat, error pada aplikasi, desain yang monoton dan lain-lain. Oleh karena itu, penelitian ini bertujuan untuk menganalisis kepuasan masyarakat jabodetabek terhadap aplikasi krl access dengan metode End User Computing Satisfaction (EUCS). Adapun pendekatan penelitian pada penelitian ini yaitu kuantitatif dengan teknik pengambilan data mix method yang menggabungkan antara metode kuantitatif dan kualitatif melalui survei, wawancara mendalam, dan studi literatur. Hasil penelitian ini menunjukkan bahwa analisis kepuasan masyarakat jabodetabek terhadap aplikasi krl access dengan metode End User Computing Satisfaction (EUCS) tergolong dalam kategori puas dengan jumlah penilaian puas diberikan oleh 93 responden (90,54%). Hal tersebut terbukti dari lima dimensi EUCS yang semuanya tergolong dalam kategori puas, meliputi dimensi Content, Accuracy, Format, Ease of Use, dan Timeliness.

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KRL Access is an application launched by PT KCI in 2014 that functions to help KRL users know the KRL schedule and position in real-time. Even though KRL Access was launched for years, this did not make KRL Access users feel satisfied with the application’s performance. That’s because there are still some problems in it such as inaccurate information generated, errors in applications, monotonous designs, and others. Therefore, this study aims to analyze the satisfaction of the Jabodetabek community with the KRL Access application using the End User Computing Satisfaction (EUCS) method. The research approach In this stud” is ’uantitative with mixed method data collection techniques that combine quantitative and qualitative methods through surveys, in-depth interviews, and literature studies. The results of this study indicate that the analysis of Jabodetabek community satisfaction with the KRL Access application using the End User Computing Satisfaction (EUCS) method belongs to the satisfied category with the number of satisfied ratings given by 93 respondents (90.54%). This is evident from the five EUCS dimensions, all of which fall into the satisfied category, including the dimensions of Content, Accuracy, Format, Ease of Use, and Timeliness."

"ABSTRAKPertumbuhan minimarket yang semakin pesat pada setiap tahunnya membuat perubahan-perubahan yang terjadi di masyarakat. Cara pembelanjaan dengan metode self-service, cashless merupakan salah satu perubahan yang dibawa oleh keberadaan minimarket yang berorientasi pada pemenuhan kebutuhan harian konsumen. Kemudahan maupun kelebihan yang dimiiki oleh minimarket berdampak pada pergeseran warung kelontong, sesuai data yang di dapatkan oleh penulis peningkatan pertumbuhan minimarket menjadi sebab tutupnya ribuan warung kelontong yang berada di jakarta dan sekitarnya. Peraturan yang membahas mengenai pertumbuhan minimarket pun masih belum dapat dilaksanakan oleh pemerintah kususnya Pemprov DKI Jakarta yang merupakan tempat pertumbuhan tertinggi minimarket. Omset warung kelontong yang semakin menurun seharusnya menjadi perhatian pemerintah Pemprov DKI dan dapat memberikan solusi untuk tetap mempertahankan keberadaan warung kelontong sebagi roda perekonomian usaha kecil di tengah masyarakat.

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ABSTRACTThe growth of minimart that always increasing years by years making some value was changing in customer behavior. Nowdays, people do self-service method and cashless of payment that because of the effect of wide spreading of minimart growth. Like warung (indonesian traditional mom-and-pop) , minimart have the same customer segmentation. More than a thousand warung was dissapear because they couldn?t pretend of this global competition. Jakarta?s government should be responsible of this circumstance. Revenue of warung has decreasing day by day. So, the government should be make the solution if they won?t to lose the small enterprise which are the foundation of the circle of Indonesia financial."

"Penelitian ini bertujuan menganalisis pengaruh service environments terhadap customer positive emotiosn, customer satisfaction dan behavioral intentions pelanggan pada konteks jasa Natasha Skin Care. Penelitian ini berpedoman dari teori Mehrabian Russel yang menyatakan hubungan antara lingkungan fisik dan sosial jasa dan emosi pelanggan dalam membangun niatan berperilaku. Penelitian ini menggunakan metode pengolahan data Structural Equation Modeling (SEM). Teknik sampling yang digunakan adalah purposive sampling dan snowball dengan total sampel berjumlah 172 responden. Hasil analisis dari penelitian ini menunjukkan bahwa dari konteks service environment hanya employee's displayed emotion yang dapat mempengaruhi customer positif emotions dan customer satisfaction pada pelanggan dan juga konteks service environments lain yaitu design factors hanya mempengaruhi timbulnya customer positif emotions. Adanya emosi positif pada pelanggan nantinya akan mempengaruhi adanya kepuasan pelanggan atas layanan yang didapat dan kepuasan tersebut akan mempengaruhi niat berperilaku positif terhadap Natasha Skin Care.

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The focus of this study is to analyse the influence of service environments on Customer positive Emotions, Customer Satisfaction and Behavioral Intentions in the context of was guided by Mehrabian Russell's theory which states the relationship between physical and social environments and customer emotions in establishing behavioral intentions customers. This research used Structural Equation Modeling (SEM) as data processing technique The sampling technique which is used is purposive sampling and snowball with a total sample of 172 respondents.

The result of this research shows that employee's displayed emotion can affect customer positive emotions and customer satisfaction, design factors can only affect customer positive emotions. Customer positive emotion will influence customer satisfaction on service. Satisfaction on service will influence behavioral intentions towards Natasha Skin Care."

"Penelitian ini dilatarbelakangi dari angka kepuasan pelanggan yang tinggi pada suatu kantor pelayanan, dengan pegawainya yang berstatus pegawai alihdaya. Penelitian ini menguji pengaruh antara service climate, employee commitment terhadap customer satisfaction pada kantor pelayanan operator selular, dengan survei dari 108 responden. Analisis yang digunakan adalah analisis regresi sederhana. Analisis mediasi dilakukan dengan mempertimbangkan keputusaan hipotesis yang berhubungan dengan mediatornya. Service climate secara positif berpengaruh terhadap customer satisfaction, service climate berpengaruh terhadap employee commitment dan employee commitment juga mempengaruhi customer satisfaction serta employee commitment bertindak sebagai mediator.

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This study or research is a causal study from customer satisfaction level that shows in high level in a services office, and its worker is just an outsourcing. This research examines about the influence of service climate, employee commitment and customer satisfaction at services office of mobile cellular provider by doing survey from 108 people as a worker of its services office. This analysis uses simple regression method. Mediation analysis itself is considered by the result of hypothesis of the mediator, which is employee commitment. Based on the result, service climate influences positively to customer satisfaction. It works also to employee commitment, and employee commitment influences to customer satisfaction. This research shows that employee commitment takes a role as a mediator also."

"ABSTRAKPenelitian ini tentang pengaruh komponen ambient conditions yang terdiri dari Lighting and Colour pencahayaan dan pewarnaan , Size and Shape Perception persepsi luas dan bentuk , dan Noise and Music Kebisingan dan Musik terhadap kondisi emosi pelanggan dengan pendekatan unipolar, kepuasan konsumen dan keinginan berperilaku dari pelanggan restoran. Penelitian ini menggunakan teori perilaku konsumen, dengan memakai tiga elemen dasar dalam analisis konsumen yaitu, afeksi dan kognisi, lingkungan konsumen dan perilaku terbuka konsumen. Penelitian ini menggunakan data kuesioner dari 124 responden pelanggan restoran Foodrink House, menggunakan metode regresi Multivariate General Linear Model dan Univariate General Linear Model dengan software SPSS 16.0. Hasil Penelitian menunjukan bahwa ambient conditions mempunyai pengaruh yang signifikan terhadap kondisi emosi seseorang, dan kondisi emosi seseorang mempunyai pengaruh yang signifikan terhadap kepuasan pelanggan, analisis selanjutnya menunjukan kepuasan pelanggan mempunyai pengaruh signifikan terhadap keinginan berperilaku seseorang.

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ABSTRACTThis study examines the effect of component ambient condition consist of Lighting and Colour, Size and Shape Perception, and Noise and Music on consumer emotional state with unipolar approach, customer satisfaction and behaviour intention in restaurant customer. This study refers to consumer behaviour theories using three basic elements for consumer analysis, which contain, affection and cognition, consumer environtment and overt consumer behaviour. This study uses questionnaire data of 124 respondents from Foodrink House restaurant and was proccessed with SPSS 16.0 software using Multivariate General Linear Model dan Univariate General Linear Model regresion method. The result of this study explains that ambient conditions have significant effect with emotional state of a person, and emotional state of a person have significant effect with customer satisfaction, futher analysis showed that customer satisfactions have significants effects with consumer behaviour intention."

"Public service is one of government functions provided to the wealth and security for the people. In fact, however, low service quality of public; servic could be found at nearly all governmental organizations and bureaucracies, including Kantor Pelayanan Pajak BUMN (KPP BUMN). This such tendency potentially low satisfaction of taxpayers so that it creates reluctance of taxpayers to fulfill their obligation which eventually the optimum government revenues cannot be obtained. This research was aimed to study the condition of service quality and the level of taxpayers satisfaction at KPP BUMN and also be intended to know the relationship of services such as physical evidence, responsiveness, reliability, assurance and empathy with the level of taxpayers satisfaction at KPP BUMN. Using survey method, 184 taxpayers were participated obtained by employing simple random sampling. Questionnaires were used to collect data, and descriptive analysis and Rank Spearman correlation were employed to analyze. Generally, the services of KPP BUMN was in a good condition. However, it had yet to fulfill the expectations of taxpayers, this study also found that the taxpayers had yet to satisfied with the services of KPP BUMN. The indications were there were gaps between the expectations of taxpayers and service performance. The service quality of KPP BUMN needs to be increased by making complaint handling procedure, information, suggestions, or questions of taxpayers, maximizing complaint centre, providing trainings for employees, increasing facility maintenance budget, and doing evaluations of services provided regularly."