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"Penelitian ini meneliti peranan nilai relasional sebagai variable mediasi antara kualitas relasional sebagai antecedent dan perilaku loyalitas sebagai konsekuensi. Hasil dari penelitian ini juga diharapkan dapat rnemberikan solusi terhadap gap rheory dalam perspektif pemasaran relasional, dimana sebagian ilmuan berpendapat bahwa kualitas relasional memiliki pengaruh langsung terhadap perilaku Ioyalitas, sedangkan ilmuan lainnya berpendapat bahwa nilai relasional adalah pemicu dari perilaku loyalitas.Obyek yang digunakan dalam penelitian ini adalah industri salon, karena karakteristik industri salon dapat mewakili karakteristik industri jasa yang lainnya. Dan sebagian besar rcsponden yang digunakan adalah mahasiswi di lingkungan Universitas Indonesia. Metode yang dipakai dalam pengolahan data adalah menggunakan Structural Equation Modeling (SEIVI), dengan perangkat lunak LISREL 8.72.Hasil dari penelitian menyimpulkan bahwa kualitas relasional tidak rnemiliki pengaruh langsung terhadap perilaku loyalitas. Akan tetapi kualitas relasional menggcrakkan Ioyalitas melalui variable mediasi nilai relasional. Hal ini menandakan bahwa nilai relasional memiliki peranan penting sebagai variable mediasi antara kualitas relasional dan perilaku loyalitas. Temuan ini sekaligus merupakan solusi dari gap theory yang ada dalam ranah pemasaran relasional.

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This research tries to investigate the role of relationship value as mediating variable between relationship quality as the antecedent and loyalty behavior as the consequence. Result of the research is predicted to give a solution for the gap theory which exist in relationshhn marketing perspective, which is some of the scientist argue that relationship quality has direct impact on loyalty behavior, otherwise argue that the driver of loyalty behavior is relationship value.

The object of this study is beauty salon industry, because its characteristic able to represent the entire service industry. The student of the University of Indonesia was used as the majority respondent. Method which applies for data analyzing purpose is Structural Equation Modelittg (SEM) ana' employs LISREL 8. 72 as a software tool.

Result of this study show that relationship quality has no direct impact on loyalty behavior. But, relationship quality drives loyalty behavior through the mediating role of relationship value. These results give a perspective that relationship: value has the significant role as mediating variable between relationship quality and loyalty behavion Finding of this research also give a solution of gap theory which exist in relationship marketing area."

"ABSTRAKPenelitian ini meneliti faktor-faktor yang dapat mempengaruhi loyalitas konsumen telepon seluler di Indonesia. Citra perusahaan, kualitas jasa, kepercayaan, biaya peralihan, dan kepuasan konsumen adalah faktor-faktor utama yang dapat mempengaruhi loyalitas konsumen. Konsumen yang loyal akan membeli lebih banyak, menerima harga yang tinggi dan memiliki efek posistif promosi dari mulut ke mulut. Hal ini dikarenakan untuk menjual ke konsumen baru diperlukan biaya yang lebih tinggi dibandingkan ke konsumen yang sudah ada. Tujuan utama dari penelitian ini adalah untuk menguji hubungan kelima faktor ini dengan loyalitas konsumen di sektor telekomunikasi seluler di Indonesia, dan menguji hubungan diantara kelima faktor yang mempengaruhi loyalitas konsumen pengguna telepon seluler di Indonesia.Data diperoleh dari 210 responden pengguna telepon seluler di wilayah Jabodetabek dengan menggunakan kuesioner. Responden didominasi oleh mahasiswa di lingkungan Universitas Indonesia dan karyawan pengguna telepon seluler di wilayah Jabodetabek. Data dianalisis dengan menggunakan Structural Equation Modeling (SEM) untuk menguji seluruh hubungan diantara model-model.Hasil penelitian menunjukkan bahwa terdapat hubungan yang signifikan antara citra perusahaan dengan loyalitas konsumen. Kualitas jasa juga memiliki pengaruh yang signifikan terhadap pembentukan citra perusahaan. Selain itu, kualitas jasa memiliki pengaruh yang signifikan terhadap kepuasan konsumen pengguna telepon seluler di Jabodetabek."

"Dalam menghadapi persaingan yang semakin ketat dengan kualitas kompetisi yang semakin meningkat maka perusahaan perlu melaksanakan usaha yang lebih spesifik agar dapat menciptakan customer value, menarik perhatian dan membedakan dirinya secara positif dengan pesaingnya untuk menjaga kesetiaan konsumen dengan berusaha memenuhi kepuasan konsumen tersebut.Untuk mencapai tujuan organisasi sesuai konsep pemasaran dimana perusahaan memfokuskan kepada konsumen (customer orientation), lembaga pendidikan kedinasan sebagai penyelenggara pendidikan dan pelatihan yang berorientasi pada kemampuan untuk melakukan pekerjaan sesuai bidang jabatannya, juga harus memberikan pelayanan yang terbaik.Pada saat organisasi pemerintah, khususnya lembaga pendidikan kedinasan beranggapan kegiatan yang dilakukannya semata-mata tidak berorientasi bisnis dan hanya melakukan kegiatan birokrasi yang kaku dan hanya melakukan spesialisasi yang membatasi ruang gerak pegawainya, maka pada saat itu juga tidak ada perubahan yang diberikan untuk memberikan kinerja jasa yang terbaik. Padahal kinerja jasa yang baik sangat berpengaruh pada kepuasan dan perilaku minat peserta diktat untuk menggunakan kembali jasa organisasi. Dengan adanya kerja sama dengan instansi lain dalam program diktat kelas paralel, hal tersebut dirasakan semakin penting.Sebagai organisasi penyelenggara diklat keuangan negara di bidang anggaran dan kebendaharaan umum, Pusdiklat Anggaran juga berusaha untuk memberikan pelayanan yang baik. Namun pada implementasi strategi tersebut, pelayanan yang diberikan belum tentu dengan optimal dirasakan dapat memberikan kepuasan kepada konsumennya yaitu peserta diklat dan juga terhadap perilaku minat pasca diktat. Pengaruh kinerja jasa penyelenggaraan diklat terhadap kepuasan peserta diklat dan perilaku minat pasca diklat tersebut yang diteliti oleh penulis.Tujuan penelitian ini untuk mengetahui pengaruh kinerja jasa yang diberikan terhadap kepuasan peserta diklat secara keseluruhan dan terhadap perilaku minat pasca diklat. Hipotesis yang diajukan dalam penelitian ini adalah adanya pengaruh kinerja jasa secara keseluruhan dan dimensi-dimensi dalam kinerja jasa terhadap kepuasan peserta diklat dan perilaku minat pasca diklat. Variabel babas adalah kinerja jasa yang meliputi lima dimensi yaitu dimensi bukti fisik (tangibles), kehandalan (reliability), daya tanggap (responsiveness), jaminan (assurance), dan empati (empathy). Sementara itu variabel terikat adalah kepuasan peserta diktat dan perilaku minat pasca diklat.Kuesioner yang diberikan kepada responden menggunakan skala ordinal clan pengukuran menggunakan Skala Likert dari 1 (sangat rendah) sampai dengan 7 (sangat tinggi). Data yang digunakan adalah data primer dan data sekunder dengan metode penelitian menggunakan metode survei. Responden yang diambil berjumlah 278 orang dipilih melalui convenience sampling, dengan populasi adalah peserta diklat yang mengikuti diklat dan telah mendapatkan pelayanan jasa pengajar dan pegawai/panitia penyelenggara Pusdiklat Anggaran pada tahun 2005.Analisis dilakukan dengan menggunakan metode Analisis Deskriptif, Pengujian Instrumen Penelitian, dan Analisis Regresi Linier Berganda. Hasil penelitian menunjukkan secara keseluruhan terdapat pengaruh yang nyata dan positif kinerja jasa terhadap kepuasan peserta diktat dan perilaku minat pasca penggunaan jasa diktat. Hal ini terbukti dari hasil uji hipotesis dengan menggunakan metode analisis regresi Tinier berganda. Secara umum diperoleh pula gambaran bahwa terdapat selisih negatif antara kinerja jasa terhadap tingkat kepentingannnya. Hal ini berarti atribut kinerja jasa yang dianggap penting oleh peserta diktat belum memenuhi harapan peserta diklat. OIeh karena itu diajukan saran dan implikasi manajerial sebagai solusi pemecahan masalah.

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When encountering fighter and higher competition, a company should carry out more specific business activities, and so it can establish customer value and awareness, and self-image differentiation in positive manner to other competitors. As a result, it will maintain customer loyalty in the form of fulfilling customer satisfaction.

To reach the organization's objectives appropriate with marketing concepts in that a company focuses on the customer orientation, state education institution as an education and training management with the orientation of work services in the field of duty has to provide excellent services.

As state organization, particularly state education and training institution considers that it does not carry out any business orientation but strict and cold bureaucracy activities and specialization that restricts the working area of civil servant, there is no changes to provide excellent service performance. In fact, excellent service performance significantly influenced satisfaction and behavior intentions of education participants when they will take again education services in the organization. As the state education institution launches a parallel class program, the program bases on the demand of user units due to important and strategic.

The Education and Training Center of State Budget, the state financial education organization, has to provide excellent education services. However, in implementing the strategy, it does not provide yet its services optimally as well as directly satisfaction to its customers, i.e. participants in the education and training center, and its behavior intention after the education and training period. The thesis research studied on the influence of service performance in the education and training center to the satisfaction of its participants, particularly their behavior intentions after they followed education services in the center.

The objective of the thesis research was to comprehend the influence of service performance to the after-satisfaction of the education and training participants. The hypothesis in the thesis research was the influence overall service performance and dimensions in the service performance toward satisfaction of the education and training participants and their behavior intention after the education and training period. Independent variable was service performance divided into five dimensions, i.e. tangibles, reliability, responsiveness, assurance, and empathy. Moreover, dependent variable was the satisfaction of the education and training participants and their behavior intention after the education and training period.

The questionnaire that the respondents had to answer used the ordinal scale and Likert Scale from I (the lowest) until 7 (the highest). The data in the thesis research used primary and secondary data, and the research method was survey method. The respondents amounted to 278 people chosen through convenience sampling method and the population was the education and training participants who studied in the center and had education services as well as employees/organization committee at the Education and Training Center of State Budget in 2005.

The analysis in the thesis research used Descriptive Analyst Method, Research Instrument Testing, and Double Linear Regression Analysis. The result indicates that there is some real and positive influence service performance and satisfaction of the education and training participants, and their behavior intention after they had studied education services in the center. The results of hypothesis test by using double linear regression analysis method have approved it. In general, the thesis research has found that there is negative difference between service performance and interest rate. in other words, the attributes of service performance that the education and training participants consider important do not fulfill their expectation. Thus, the thesis research proposes suggestions and managerial implication as solution of the problem."

"PT Asuransi X is one of the major general insurance players in Indonesia. lt has au extensive experience in underwriting the broad range of general insurance product for different largeted segment. When the takaful products started to be recognized in Indonesia, PT Asuransi X decided to tap in the takaful industry. The portfolio of the takaful products will be started from the Consumer Lines' product (Personal Lines and Accidental & Health Products) and followed by the small to medium Commercial lines’ related businessesAs the newcomer in the industry, PT Asuransi X will require marketing strategies to market the takaful products. To develop the marketing strategies, there are several issues that should be addressed. In this paper, we are going to find the optimal marketing strategy (product, price, distribution, promotion) that is useful for PT Asuransi X in marketing the small to medium Commercial Lines' related businesses takaful products. One of the significant findings in the analysis is the importance for PT Asuransi X to manage the distribution channel because the nature of insurance service is low-contact service which emphasizes the encounter with service personnel. Other finding is about the low involvement consumer buying behavior that makes it more challenging for PT Asunmsi X to develop the takaful products. Positioning is necessary to differentiate PT Asuransi X takaful product with others. In addition to that, it is suggested that PT Asuransi X does not only sell the name of takaful which can be easily associated to the islmnic principles. The marketing strategy should emphasize the benefit offered so it can be consumed by people from different religion background."

"ABSTRAKThis study discuss business plan rubber plantation at Bangka next year. The reason is the capital to start rubber plantation in medium-scale at Bangka are still relative low and could bring a high return for a long period. Author expects from this study, author can get a lot of good information about rubber plantation, and it will come from business entity and local farmer that have a great experience. Author also gets information from the books, newspaper, and internet, which discuss how to manage rubber plantation, so it can minimize the risk of failure. There is a good opportunity in the rubber plantations business, because a high demand for natural rubber this time, also many parts of the rubber plant itself, that can be used or sold, so the author can maximize the income from rubber plantations. To implement this agribusiness project, author will establish a new company with a core business as rubber plantation company called PT.Binex. The author expect in a long run this company could become go public company, that can contribute significant not only for Bangka?s rubber industry, but also for national rubber industry, so it could bring employment for Indonesian people, especially in Bangka. In addition, the company is expected to provide a high level of investment (ROI) for the shareholder, higher than deposit rate of return. At the beginning, the company will be run as a family business, so the main management functions will become a job desk for the members of the family. To maintain and develop the company, author will need a good business strategy with a high competitiveness, so can bring competitive advantage for the company. The growth strategies are divided into two parts, namely internal growth strategies and external growth strategies. Therefore, author will try to apply some of this business strategy which accordance for rubber plantation. The conclusion from this business plan is prospect of a rubber plantation business actually is still good, although there must be a tidal experienced for author at beginning. Author has a long-term plan to develop PT.Binex not only as a rubber plantation companies, but also develop into a company that able to process natural rubber latex and other parts of rubber plants into finished goods. Author also hopes the corn plant, which is an additional commodity crops for the company, can provide a significant contribution, so that companies can maximize profits. Therefore, the author will learn more about products based on rubber and corn, so can be developed and processed into more valuable products that can be directly sell to end consumer."

"Dengan pergerakan situasi ekonomi yang tidak stabil sekarang ini, dampak dari tingkat stabilitas ekonomi suatu negara terhadap fluktuasi nilai tukar mata uang asing semakin tinggi. Untuk menghindari resiko kerugian akibat fluktuasi ini, manajemen dari perusahaan harus membuat strategi yang bagus dengan tujuan meminimalkan ataupun menghilangkan resiko tersebut yang akan memberikan hasil terbaik bagi perusahaan. Tesis ini akan membahas fungsi metode-metode hedging sebagai strategi untuk melindungi perusahaan dari resiko fluktuasi nilai tukar mata uang asing yang akan mempengaruhi nilai dari suatu transaksi mata uang asing dan cara untuk memilih metode terbaik yang memberikan hasil tertinggi bagi perusahaan. Pada analisa ini, penulis menggunakan transaksi pada PT. P AL sebagai objek untuk menjelaskan dampak dari metode hedging. Analisis ini menggunakan metode kualitatif komparatif deskriptif. Data diperoleh dari spot rate nilai tukar mata uang asing pada tahun 2007, transaksi luar negeri PT. PAL dan interview dengan direksi PT. PAL. Hasil dari analisa ini adalah metode hedging berguna untuk mengendalikan foreign exchange risk pada transaksi mata uang asing dengan exposure PT. PAL dan metode terbaik bagi PT. PAL untuk mengendalikan foreign exchange risk adalah kontrak forward.

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With the unstable movement of economic situation nowadays, the impact of a country economic stability level towards the fluctuation in the foreign currency exchange rate has increasing. To avoid the risk of loss resulting from this fluctuation rate, the management of the company have to make a good strategy with the aim minimize or even eliminate the risk which will give the best value for the company. This thesis will discuss the function of hedging methods as the strategy to protect the company from the risk of foreign currency exchange rate fluctuation that will influence the value of foreign exchange transactions and the methods to choose the best strategy that will give the highest value for the company. In this analysis, writer used transaction in PT. PAL as the object to describe the actual effect of hedging method. This analysis is quantitative comparative interpretive. The data were collected from spot rate of exchange in 2007, PT. PAL foreign transactions and interview with PT. PAL director. The analysis result are hedging methods is useful to control the fluctuation of foreign exchange risk in foreign exchange transaction with exposure PT. PAL and the best method for PT. PAL to control the fluctuation of exchange rate risk is forward contract."

"Restoran Wingdome di-franchise pada tahun 2002, dengan produk utama Chicken Wings dan Burger. Untuk dapat bersaing dalam kemelut bisnis, penting bagi Restoran Wingdome untuk mengetahui apakah strategi pemasaran yang dilakukan sudah tepat. Strategi pemasaran yang akan dianalisa adalah bauran pemasaran dari Restoran Wingdome. Sejumlah saran yang dapat diberikan adalah peninjauan ulang produk yang sudah dijual perlu dilakukan dalam jangka waktu tertentu untuk menjaga agar kualitas rasa dan mutu makanan tidak berubah dari waktu ke waktu. Restoran Wingdome terlalu banyak menggunakan sales promotion sebagai sarana untuk menarik pelanggan. Restoran bisa lebih fokus pada keunggulan utama dari produk restoran dalam melakukan promosi.

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Restaurant Wingdome is franchised in 2002, with the main product of Chicken Wings and Burger. To be able to compete in a business, it is important for Wingdome restaurant to know whether the marketing strategy that has been done is right. Marketing strategies that will be analyzed is the marketing mix of Wingdome restaurant. A number of suggestions that can be given to the restaurant are to review the product in a certain time to ensure that the quality of the taste and food does not change from time to time. Wingdome restaurant uses too much sales promotion as a means to attract customers. Restaurants can focus more on the superiority of the product in the promotional campaign."

"Karya akhir membahas perencanaan bisnis untuk mengembangkan pasar panel furniture di Philippina untuk PT. CSF sebagai pemimpin produsen furniture di Indonesia. Tetapi hanyalah pemain yang sangat kecil di pasar furniture Philippina. Philippina menawarkan kesempatan yang sangat besar bagi export furniture karena tidak ada produsen furniture lokal yang kuat. Kebanyakan panel furniture yang terdapat di Philippina berasal dari Malaysia, Thailand, Cina dan sedikit dari Indonesia. Karya akhir ini membahas situasi eksternal dan internal yang dihadapi PT. CSF dan strategy-strategy terbaik apa yang selayaknya dilakukan PT. CSF untuk mengembangkan pasar di Philippina.

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Final report discusses business plan to expanding panel furniture market to the Philippine for PT. CSF which is the leader panel furniture manufacturer in Indonesia but a very small player in Philippine furniture market. Philippines offer a big opportunity for panel furniture exporting since there are no strong local panel furniture manufacturers. Most of panel furniture in Philippine are coming from Malaysia, Thailand, China and some from Indonesia. This study analyzed the external and internal market situation faced by PT. CSF, and what best strategies should PT. CSF applied to expand the market to Philippine."

"Cita Cinta has existed as young women magazine for approximately 9 years,due to its concept differentiation compared to other traditional women magazine.The purpose of the study is to check whether the ideal marketing mix of CitaCinta’s publisher meets the readers’ expectation and to pursue integratedmarketing communication alternative for Cita Cinta. Conclusion of the study andrecommendations on the integrated marketing communication strategies areprovided to enlarge its market and readership base and to develop strategy to maintain Cinta Cinta’s existence in the long run."

"This study discuss about job satisfaction of managerial employee of PT. Cahaya Sakti Multi Intraco (CASMI). The reason is the current condition at CASMI shows high tumover of managerial level employee, low performance of managerial employee, and high absence level of managerial employee, that are related to job satisfaction. Author also gets Information ffom the books, joumai, and internet, which discuss about job satisfaction, the phenomena related to job satisfaction and how to measure job satisfaction. Job satisfaction has relationship to tumover, absence level, and performance, so if the company can measure and increase job satisfaction level, it can be increase the productivity.Job satisfaction is strategic issue in company related to their human resources as one of the important asset. Because of job satisfaction level related to productivity, so the company always try to increase the job satisfaction level of their employee. If the company can increase job satisfaction level, the employee will have spirit to do the job. One concept that famous to study about job satisfaction in job descriptive index, it consist of five facet of job satisfaction, that are work itself (job), pay, supervision, promotion, working relations (co-workers). Beside those five facets, it can be combined with job in general to get information about satisfaction in general.The conciusion from this study is five facets of job descriptive index significantly influence job satisfaction in general. For managers CASMI, job dimension and supervision dimension influence significantly to job satisfaction in general, that’s about 58,4 %. From this study, the author want to give information to top management about job satisfaction level of managers of CASMI, and what factors that influence job satisfaction of them, is there any difference in job satisfaction related to gender, age, education, working period, and status of managers in CASMI, so the company can do the right way to increase job satisfaction in the future to increase the productivity of company."