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"Penelitian ini bertujuan untuk menganalisis pengaruh berbagai faktor pada Fintech Product-Service System (FPSS) terhadap intensi rekomendasi pelanggan (recommendation intention) dalam industri keuangan non-bank di Indonesia, dengan fokus pada pengguna generasi milenial dan Z yang memiliki tingkat adopsi fintech tinggi. Dengan menggunakan pendekatan kuantitatif dan analisis SEM-PLS, penelitian ini melibatkan 220 responden untuk menguji hubungan antara variabel FPSS quality, FPSS assessment, trust, satisfaction, social value, conditional value, utilitarian value, dan recommendation intention. Hasil penelitian menunjukkan bahwa FPSS quality secara signifikan memengaruhi FPSS assessment, satisfaction, dan trust, sementara trust memiliki pengaruh positif langsung terhadap intensi rekomendasi pelanggan. Satisfaction tidak menunjukkan pengaruh langsung terhadap intensi rekomendasi, tetapi utilitarian value dan conditional value memberikan pengaruh signifikan pada elemen-elemen FPSS tertentu, sementara social value tidak menunjukkan pengaruh berarti. Temuan ini memberikan panduan strategis bagi penyedia layanan keuangan non-bank untuk meningkatkan kualitas layanan, kepercayaan, dan kepuasan pelanggan guna mendorong intensi rekomendasi secara efektif.

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This study aims to analyze the influence of various factors within the Fintech Product-Service System (FPSS) on recommendation intention in the non-bank financial industry in Indonesia, focusing on millennial and Gen Z users who exhibit a high adoption rate of fintech services. Using a quantitative approach and SEM-PLS analysis, this research involves 220 respondents to examine the relationships between FPSS quality, FPSS assessment, trust, satisfaction, social value, conditional value, utilitarian value, and recommendation intention. The findings reveal that FPSS quality significantly impacts FPSS assessment, satisfaction, and trust, while trust directly influences recommendation intention. Satisfaction does not directly affect recommendation intention, but utilitarian value and conditional value have a significant impact on certain FPSS elements, whereas social value shows no significant influence. These findings provide strategic guidance for non-bank financial service providers to enhance service quality, trust, and customer satisfaction to effectively drive recommendation intention."

"The present study examines existence of service recovery paradox in Indian banking industry. Thestudy is taken up in the tri-city of Chandigarh, Panchkula and Mohali. The respondents are categorizedinto failure and no-failure groups on the basis of their service experience. Failure group constitutesthose respondents who have experienced service recovery, and has been further divided intofive sub-groups ranging from service recovery++ (service recovery better than expected) to servicerecovery- - (service recovery worse than expected). Service recovery paradox is examined by comparingservice recovery++ group with no-failure group. The study shows evidence for existence ofservice recovery paradox in relation to satisfaction. It has been concluded that for service recoveryparadox to exist, recovery effort has to be exceptionally good and much better than expectationlevel of the customer. The study suggests that service managers should take service failure as anopportunity to appease customers by providing a much better than expected recovery experience.However, organizations should not plan to create service failure situations because if they falter onimparting the recovery, customer satisfaction may be influenced negatively."

"Corporate social responsibility dapat mempengaruhi tingkat job pursuit intention dan recommendation intention mahasiswa tingkat akhir Fakultas Ekonomi dan Bisnis Universitas Indonesia. Job pursuit intention dan recommendation intention merupakan aspek yang penting untuk diperhatikan agar dapat mempermudah perusahaan dalam merekrut karyawan unggul. Banyak atribut yang menjadi pertimbangan pencari kerja dalam memilih tempat kerja. Sampel dalam penelitian ini adalah mahasiswa tingkat akhir FEB UI dan diolah menggunakan Structural Equation Modeling SEM . Penelitian ini membuktikan bahwa corporate social responsibility adalah salah satu atribut yang penting bagi mahasiswa tingkat akhir FEB UI untuk melamar atau mendapatkan pekerjaan dari suatu perusahaan dan merekomendasikannya kepada orang lain. Hasil penelitian ini menunjukkan jika corporate social responsibility berpengaruh positif terhadap job pursuit intention dan recommendation intention.

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Corporate Social Responsibility can affect the last year student rsquo s job pursuit intention and recommendation intention. Job pursuit intention and recommendation intention is a crucial thing to consider in order to make a company easier in recruiting potential worker. There are many attributes that might be consideration for job seeker to choose the workplace, one of its are corporate social responsibility. The samples of this research are the FEB UI last year students and be analyzed with Structural Equation Modeling SEM. The result of this research shows that corporate social responsibility have positive effect on job pursuit intention and recommendation intention in FEB UI last year students.EB UI Last Year Students."