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Abstrak :
The airlines in Indonesia at this moment are deeloping very fast. Since the establishment of the Aviation Deregulatation in 1999, a lot of airlines have been entering the airlines world. Each airline owns its own method to attract customers. Some airlines remain in the Full Service Airlines (FSA) concept which offers good service with normal pricing, but some choose the Low Cost Airlines (LCA) method which offers low fare flights. The objective of this research is to compare the ticket fare between Air Asia, which uses the low cost concept, with Garuda Indonesia, wich uses the full service concept, based on the ticket reservation method used. Researcher also analysed the effects of reservation methods and timing to the low fare tickets for both AirAsia low cost concept and Garuda Indonesia full service concept This Research was conducted during December 2007. 80 questions was distributed, consisted 14 questions that related to all indicators as mentioned above. This research used accidental convenience sampling. Researcher used the quantitative dan descriptive methods by using T-Test Independent Samples to analyse the comparison and Anova to analyse the effect by using SPSS Version 15.0. This research found that the comparison of the effect of flight ticket reservation method option to the price level between low cost airlines, represented by Garuda Indonesia has a significant influence. The reservation method and time reservation have a significant influence to the price.

Abstrak :
This study explored the effect of country of origin information on repurchase intention. Lea Jeans, an Indonesian jean brand which is currently being distributed in the Indonesian market, was used as the focus of the study. The effect of ?madein Indonesia? on repurchase intention of Lea Jeans was investigated through a survey, on a sample of 100 Indonesian consumers that both potential and current users of Lea Jeans. The research method that researcher used is descriptive. It means that the research is dscribed accurately using facts, spoken or written words, action, and visual images. The approach used in this research is quantitative approach. The goal is to try to find an understanding about the effect country of origin on tepurchase intention. The research type is descriptive. The data collection technique used in this research is by reading the literature which focus on the research, observation, and intervies. The finding of this study contribute to the previous research on the effect of origin cue in brand knowledge and provide further insight into understanding consumer behavior. Examining this unexpected success of a less developed country brand in a market occupied by develop country brand points out that consumers don?t always associate products from less developed countries with low quality contrary to what the existing literature suggests.

Abstrak :
Mobile Phones Industry has increased and more competitive nowadays. It could be seen from the variety of mobile phones product segmentation. So that, many of company created an innovative product mobile phones with the multifunction and usage from brand they offered. This challenge was answered by Nokia which became the producer of mobile phones branded. The purpose from this research was to find out what the consumer perception about the brand association based on the brand function of Nokia and the effect to their responses. In this study, used four variables that build Brand Function such as Guarantee Function, Personal Identification, Social Identification and Status was measured the positive influence on consumer responses to accept brand extentions, to recommend the brand and to pay the premium price. This research was conductded during December 2007. To support this research, 130 questions were distributed, consisted of 26 questions that related to all indicators as mentioned above. This research used the combination of puposive sampling and accidental convenience sampling. Factor analysis and multiple linear regression were used to analize the data. This research found that dimensions that build brand extentions which had a significant influence to the consumer response to accecpt brand extentions were Guarantee Function and Social Identification had a significant influence; Personal Identification and Status have not a significant influence. The dimensions that build brand functions which had a significant influence to the consumer response to recommend the brand were Guarantee Function, Personal Identification and Social Identification function. And the last the dimensions that build brand function which had a positive influence to the consumer response to pay premium price were Guarantee Function, Personal Identification Function and Status had a significant influence; Social Identification had not a significant influence.

Abstrak :
Industri kartu kredit telah berkembang pesat dan lebih kompetitif dalam beberapa tahun terakhir ini. Ini jelas terlihat dari tingkat promo dan jumlah pengguna kartu kredit yang semakin meningkat setiap hari. Semua Bank yang ikut serta dalam bisnis ini berkompetisi untuk menjadi yang terbaik dengan meningkatkan jasa pelayanan dan juga promosi terhadap nasabah. Bank Niaga merupakan salah satu Bank yang telah membuktikan menjadi yang terbaik dengan memberikan pelayanan yang berkualitas. Hal yang terpenting dalam menjaga kepuasan nasabah adalah service recovery. Penelitian ini bertujuan untuk mencari tahu pengeruh service recovery terhadap kepuasan nasabah. Penelitian ini menggunakan enam dimensi service recovery yaitu Communication, Empowerment, Feedback, Atonement, Explanation, and Tangibles. Menggunakan Purposive Sampling dan untuk analisa data digunakan Multiple Regresi. Dimensi Tangibles menjadi dimensi yang paling berpengaruh terhadap kepuasan nasabh dalam hal service recovery.

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Credit Card Industry has been increasing and more competitive nowadays. It is obviously seen from the promotion and the number of Credit Card Holder that is always increase every day. So that, the banks are join the competition to be the best by increasing their services level to customers and gain customers through enormous promotion. Bank Niaga also join the competition and proven by becoming the best of Service Quality in credit card industry. One of service variable that bank Niaga has is Service Recovery. This research is to find out the effect of this variable as customer satisfaction. This study is using six dimensions of Service Recovery, those are Communication, Empowerment, Feedback, Atonement, Explanation, and Tangibles. This research use the puposive sampling. Factor analysis and multiple linear regression were use to analize the data. This research found that Tangibles dimension had a significant influence to the customer satisfaction than the other dimensions.

Abstrak :
These research empirically examined the effect of brand image, product knowledge, and product involvement on repurchase intention from the owner of Bajaj, Honda, Kanzen and Kymc. Therefore these study was conducted to observe the influence of brand image, product knowledge, product involvement on the decided of repurchasing motorcycle and also to observe the differences between Bajaj, Honda, Kanzen and Kymco. The research method the researcher used was the descriptive method with the objective was to try to find an understanding about the effect of positive word of mouth received on buyers purchase intention. The data was collected by surveying 120 respondent whohave motorcycle like Bajaj, Honda, Kanzen and Kymco. Data were obtained and conducted by an analysis by using regression analysis. The findings of this study contribute to the previous research on the effect of brand image, produk knowledge and product involvement on repurchase intention and provide further insight into understanding consumer behavior. Results demonstrated that brand image, produk knowledge and product involvement give an affect to consumers perceptions and their desires to repurchase. And in the result was obtained the difference between Bajaj, Honda, Kanzen and Kymco.

Abstrak :
In technology market, a brand name represents functional value, pleasure value, and symbolic values as a reflection of buyer's self-image; prices measure its monetary value; country-of-origin image address the producer's competences. The whole of those makes a product easier to 'read'. To explore the effect of brand credibility and country-of-origin image on consumer price sensitivity, four brands of notebook 'Toshiba, Acer, MacBook Apple, and Zyrex- were compared. The research used survey method. The subjects were students of 10 faculties in University of Indonesia Depok. The research also required the subjects to have the original products of particular brand 'not second-hand products and/or not black-markets goods- to make sure the validity of answers about the brands. Data from survey research conducted were analyzed by using multipleregression method and One-Way Anova method. Before conducted the analysis, it measured the reliability and validity to indicate each variable constructs. And then model structure was tested by multiple-regression method. The examination showed relationship among some the indicators in a variable. Examination to determine individual relation strength and also various tested hypothesis. To measure the difference among the brands, the research also conducted One-Way Anova test to know the variance analysis in the population area. Bonferroni test also used to find out which brand(s) differ from another. The research indicated the following results: (1) there was impact from brand credibility on consumer price sensitivity in positive-linier directions, which expertise dimension was the most dominant factor of this. It showed that high brand credibility increase consumer price sensitivity. This might happened because of Indonesian consumers mostly are price-seeker and tend to be valueoriented consumers, (2) There was positive influence significant between country-of-origin image and consumer price sensitivity, (3) There were differences among consumers of four brands 'Toshiba, Acer, MacBook Apple, and Zyrex- for its brand credibility, (4) MacBook Apple obtained the highest brand credibility among others considering trustworthiness and expertise dimensions, (5) There were differences of country-of-origin among each brands, (6) There were differences of consumer price sensitivity among each brands. The implications of this research were: (1) considering the unique characteristic of Indonesia's consumers, value-oriented consumers, it was suggested that companies started to apply the value-pricing strategy to gain bigger market share and to emphasize sales, (2) brand-naming strategy also can help to increase sales by mentioning the home-country or put the 'made-in' label on products. For Indonesian's products, in the purpose to survive or even win the competition in the industry, companies may considered to give a foreign brand-name to attract consumer's attention and achieve a better product-image.

Abstrak :
Penelitian ini bertujuan untuk menggambarkan pengaruh persepsi keadilan dalam pemulihan layanan terhadap kepuasan nasabah Bank BNI Cabang Utama UI Depok, serta respon nasabah terhadap kepuasan setelah pemulihan layanan yang diberikan oleh Customer Service BNI dalam menangani keluhan nasabah. Data yang dikumpulkan melalui survey dengan menggunakan kuesioner yang terstruktur. 113 responden yang dianalisa merupakan nasabah BNI Cabang Utama UI Depok yang pernah komplain. Hasil penelitian ini bahwa kepuasan nasabah dipengaruhi oleh persepsi keadilan, serta tingkat kepercayaan, perilaku gethok tular, dan loyalitas nasabah BNI dipengaruhi oleh kepuasan nasabah setelah pemulihan layanan. Analisis regresi stepwise menunjukan bahwa dimensi keadilan interaksi yaitu pemberian penjelasan dan dorongan merupakan dimensi yang paling mempengaruhi kepuasan nasabah BNI. Implikasi manajerial penelitian ini menunjukan pentingnya persepsi keadilan, kepuasan nasabah akan meningkatkan kepercayaan nasabah, mendorong rekomendasi positif serta loyalitas pelanggan.

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The primary objective of this research is to investigate the effects of perceived justice in service recovery on customer satisfaction of BNI (Bank Nasional Indonesia) and their behavioral outcomes. Data were collected through a survey using a structured questionnaire. The 113 respondents of this research were BNI?s customers who had made complaints to BNI regarding its services. The findings showed that the complainants? level of satisfaction with service recovery was significantly affected by perceived justice. The behavioral outcomes of the complainants in terms of trust, word-of-mouth (WOM) and loyalty were also found to be affected by their satisfaction with the service recovery. Stepwise regression analysis confirmed that interactional justice dimensions in service recovery such as explanation and effort affected significantly on complainants? level of satisfaction. Furthermore, managerial implication of this research is to show the importance of perceived justice in the BNI?s service recovery. Satisfaction with service recovery also leads to a higher level of trust, positive WOM behavior and, to a lesser extent, the level of loyalty.