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Abstrak :
[ABSTRAK
Fenomena yang dihadapi masyarakat Indonesia pada akhir tahun 2014 adalah kenaikan harga bahan bakar minyak jenis Premium akibat pemotongan subsidi.Penelitian ini bertujuan untuk meneliti adanya pengaruh tingkat harga Premium terhadap perilaku berpindah merek dari produk subsidi ke produk Nonsubsidi. Penelitian ini merupakan penelitian deskriptif dengan menggunakan 142 responden yang merupakan konsumen bahan bakar minyak jenis Premium dalam kurun waktu tiga bulan terakhir dari pengambilan data.Instrumen penelitian ini menggunakan kuesioner.Metode pengolahan data menggunakan analisis diskriminan dengan menggunakan SPSS 20.0.Hasil penelitian menunjukan terdapat pengaruh tingkat harga bahan bakar minyak jenisPremium terhadap perilaku berpindah merek konsumen Premium.Penelitian ini juga mengungkapkan pengaruh etnosentrisme terhadap keputusan berpindah ke Pertamax atau pindah ke Non-Pertamina.Hasil penelitian menyarankan kepada Pertamina untuk senantiasa mengevaluasi kebijakan harga bahan bakar minyak jenis Premium dan memberikan pendekatan pesan yang berbeda bagi konsumen dengan tingkat kecenderungan etnosentrisme yang berbeda;

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ABSTRACT
During the end of 2014, Indonesian consumer is facing an increase in the subsidized fuel ("Premium") price due to the government policy to cut fuel subsidy. This research will focus on the effect of subsidized fuel price level towards the respondent's switching behaviour to non-subsidized fuel ("Pertamax" or "Non-Pertamina").This research is a descriptive research with 142respondent whom has been using "Premium" fuel in the last three months (february-may). The instrument used is a questionnaire and the data is analyzed using discriminant analysis in SPSS 20.0. Result shows that there is an effect of subsidized fuel pricelevel and ethnocentrism toward consumer's switching behaviour and decision. This findings suggest that Pertamina should evaluate the "Premium"'s pricepolicy and to give a different approach in messaging the consumer based on their ethnocentricism tendency.;During the end of 2014, Indonesian consumer is facing an increase in the subsidized fuel ("Premium") price due to the government policy to cut fuel subsidy. This research will focus on the effect of subsidized fuel price level towards the respondent's switching behaviour to non-subsidized fuel ("Pertamax" or "Non-Pertamina").This research is a descriptive research with 142respondent whom has been using "Premium" fuel in the last three months (february-may). The instrument used is a questionnaire and the data is analyzed using discriminant analysis in SPSS 20.0. Result shows that there is an effect of subsidized fuel pricelevel and ethnocentrism toward consumer's switching behaviour and decision. This findings suggest that Pertamina should evaluate the "Premium"'s pricepolicy and to give a different approach in messaging the consumer based on their ethnocentricism tendency.;During the end of 2014, Indonesian consumer is facing an increase in the subsidized fuel ("Premium") price due to the government policy to cut fuel subsidy. This research will focus on the effect of subsidized fuel price level towards the respondent's switching behaviour to non-subsidized fuel ("Pertamax" or "Non-Pertamina").This research is a descriptive research with 142respondent whom has been using "Premium" fuel in the last three months (february-may). The instrument used is a questionnaire and the data is analyzed using discriminant analysis in SPSS 20.0. Result shows that there is an effect of subsidized fuel pricelevel and ethnocentrism toward consumer's switching behaviour and decision. This findings suggest that Pertamina should evaluate the "Premium"'s pricepolicy and to give a different approach in messaging the consumer based on their ethnocentricism tendency.;During the end of 2014, Indonesian consumer is facing an increase in the subsidized fuel ("Premium") price due to the government policy to cut fuel subsidy. This research will focus on the effect of subsidized fuel price level towards the respondent's switching behaviour to non-subsidized fuel ("Pertamax" or "Non-Pertamina").This research is a descriptive research with 142respondent whom has been using "Premium" fuel in the last three months (february-may). The instrument used is a questionnaire and the data is analyzed using discriminant analysis in SPSS 20.0. Result shows that there is an effect of subsidized fuel pricelevel and ethnocentrism toward consumer's switching behaviour and decision. This findings suggest that Pertamina should evaluate the "Premium"'s pricepolicy and to give a different approach in messaging the consumer based on their ethnocentricism tendency., During the end of 2014, Indonesian consumer is facing an increase in the subsidized fuel ("Premium") price due to the government policy to cut fuel subsidy. This research will focus on the effect of subsidized fuel price level towards the respondent's switching behaviour to non-subsidized fuel ("Pertamax" or "Non-Pertamina").This research is a descriptive research with 142respondent whom has been using "Premium" fuel in the last three months (february-may). The instrument used is a questionnaire and the data is analyzed using discriminant analysis in SPSS 20.0. Result shows that there is an effect of subsidized fuel pricelevel and ethnocentrism toward consumer's switching behaviour and decision. This findings suggest that Pertamina should evaluate the "Premium"'s pricepolicy and to give a different approach in messaging the consumer based on their ethnocentricism tendency.]

Abstrak :
[ABSTRAK
Relationship marketing pada industri jasa konstruksi memiliki perbedaan dari mainstream yang selama ini berlaku di dunia pemasaran pada umumnya. Di dalam dunia konstruksi, dikenal dengan menggunakan sistem tender sebelum terjadinya kerjasama proyek antara perusahaan kontraktor dan pelanggannya sehingga hal ini menjadi menarik untuk melihat bagaimana posisi relationship marketing di dalam industri jasa konstruksi yang menggunakan sistem tender dalam mengukur loyalitas pelanggan. Di dalam hipotesis awal diduga variabel kepercayaan, biaya, dan komitmen mempunyai peranan penting didalam memberikan kepuasan pelanggan yang pada akhirnya berimplikasi pada loyalitas pelanggan. Hasil penelitian membuktikan hanya variabel trust yang cukup signifikan dalam membentuk komitmen dan loyalitas pelanggan, sedangkan faktor transaction cost tidak cukup signifikan dalam membentuk loyalitas dari pelanggan. Dari hasil yang diperoleh maka penelitian ini memberikan suatu pemahaman baru di dalam dunia jasa konstruksi bahwa meskipun faktor transaction cost selama ini dinilai memiliki peranan yang sangat penting dalam menciptakan loyalitas pelanggan namun ternyata hasilnya menyatakan sebaliknya, bahwa faktor transaction cost dinilai tidak signifikan dalam membentuk loyalitas pelanggan. Dalam penelitian ini menemukan bahwa trust lah yang memiliki peran yang signifikan dalam menciptakan loyalitas pelanggan.

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ABSTRAK
Relationship marketing the construction services industry differs from mainstream applications common to the marketing world in general. In the construction industry, known with its use of the tender system prior to the cooperative project between corporate contractor and their customers, makes it interesting to see how relationship marketing in the construction service industry deals with the tender system in terms of measuring customer loyalty. In the initial hypothesis, it was expected that trust, cost and commitment variables would play a major role in producing customer satisfaction. The results of the research proved that trust variables significantly influenced customer commitment and loyalty, while transaction cost does not influence customer loyalty in significant terms. The findings of the research provides alternative understanding relevant to the construction service industry that although transaction cost is considered influential in creating customer loyalty, the reverse is true in the construction industry and that transaction costs did not significantly produced customer loyalty. The research concludes that trust instead played a significant role in shaping customer loyalty. ;Relationship marketing the construction services industry differs from mainstream applications common to the marketing world in general. In the construction industry, known with its use of the tender system prior to the cooperative project between corporate contractor and their customers, makes it interesting to see how relationship marketing in the construction service industry deals with the tender system in terms of measuring customer loyalty. In the initial hypothesis, it was expected that trust, cost and commitment variables would play a major role in producing customer satisfaction. The results of the research proved that trust variables significantly influenced customer commitment and loyalty, while transaction cost does not influence customer loyalty in significant terms. The findings of the research provides alternative understanding relevant to the construction service industry that although transaction cost is considered influential in creating customer loyalty, the reverse is true in the construction industry and that transaction costs did not significantly produced customer loyalty. The research concludes that trust instead played a significant role in shaping customer loyalty. ;Relationship marketing the construction services industry differs from mainstream applications common to the marketing world in general. In the construction industry, known with its use of the tender system prior to the cooperative project between corporate contractor and their customers, makes it interesting to see how relationship marketing in the construction service industry deals with the tender system in terms of measuring customer loyalty. In the initial hypothesis, it was expected that trust, cost and commitment variables would play a major role in producing customer satisfaction. The results of the research proved that trust variables significantly influenced customer commitment and loyalty, while transaction cost does not influence customer loyalty in significant terms. The findings of the research provides alternative understanding relevant to the construction service industry that although transaction cost is considered influential in creating customer loyalty, the reverse is true in the construction industry and that transaction costs did not significantly produced customer loyalty. The research concludes that trust instead played a significant role in shaping customer loyalty. ;Relationship marketing the construction services industry differs from mainstream applications common to the marketing world in general. In the construction industry, known with its use of the tender system prior to the cooperative project between corporate contractor and their customers, makes it interesting to see how relationship marketing in the construction service industry deals with the tender system in terms of measuring customer loyalty. In the initial hypothesis, it was expected that trust, cost and commitment variables would play a major role in producing customer satisfaction. The results of the research proved that trust variables significantly influenced customer commitment and loyalty, while transaction cost does not influence customer loyalty in significant terms. The findings of the research provides alternative understanding relevant to the construction service industry that although transaction cost is considered influential in creating customer loyalty, the reverse is true in the construction industry and that transaction costs did not significantly produced customer loyalty. The research concludes that trust instead played a significant role in shaping customer loyalty. ;Relationship marketing the construction services industry differs from mainstream applications common to the marketing world in general. In the construction industry, known with its use of the tender system prior to the cooperative project between corporate contractor and their customers, makes it interesting to see how relationship marketing in the construction service industry deals with the tender system in terms of measuring customer loyalty. In the initial hypothesis, it was expected that trust, cost and commitment variables would play a major role in producing customer satisfaction. The results of the research proved that trust variables significantly influenced customer commitment and loyalty, while transaction cost does not influence customer loyalty in significant terms. The findings of the research provides alternative understanding relevant to the construction service industry that although transaction cost is considered influential in creating customer loyalty, the reverse is true in the construction industry and that transaction costs did not significantly produced customer loyalty. The research concludes that trust instead played a significant role in shaping customer loyalty. , Relationship marketing the construction services industry differs from mainstream applications common to the marketing world in general. In the construction industry, known with its use of the tender system prior to the cooperative project between corporate contractor and their customers, makes it interesting to see how relationship marketing in the construction service industry deals with the tender system in terms of measuring customer loyalty. In the initial hypothesis, it was expected that trust, cost and commitment variables would play a major role in producing customer satisfaction. The results of the research proved that trust variables significantly influenced customer commitment and loyalty, while transaction cost does not influence customer loyalty in significant terms. The findings of the research provides alternative understanding relevant to the construction service industry that although transaction cost is considered influential in creating customer loyalty, the reverse is true in the construction industry and that transaction costs did not significantly produced customer loyalty. The research concludes that trust instead played a significant role in shaping customer loyalty. ]

Abstrak :
Hierarchical loyalty programs (HLP) banyak digunakan di industri jasa untuk mempertahankan pelanggan. Pelanggan dapat memperoleh status mereka melalui tingkat pengeluaran. Namun, HLP memiliki penurunan status (status demosi) yang dapat merusak niat loyalitas. Demosi tidak bisa dihindari dalam HLP, namun masih sedikit penelitian mengenai demosi bagi pelanggan yang telah mendekati ambang batas untuk mempertahankan status mereka. Berdasarkan distributive justice theory dan scarcity theory, penelitian ini menawarkan strategi demosi bagi pelanggan yang telah mendekati ambang batas untuk menghasilkan niat loyalitas terhadap program dan niat loyalitas terhadap perusahaan yang lebih baik berdasarkan sumber pembayaran pelanggan (own money vs other money). Hasil eksperimen 2x3 between groups dari penelitian ini menunjukkan bahwa niat loyalitas terhadap program pada own money tampak lebih kuat dengan demosi tambahan poin dan tambahan waktu dibandingkan dengan demosi tanpa tambahan poin. Perusahaan jasa mungkin dapat mempertimbangkan untuk menggunakan tambahan poin dan tambahan waktu  periode pengumpulan poin sebagai proksi untuk mengurangi efek negatif demosi bagi pelanggan yang telah mendekati ambang batas, terutama untuk pelanggan own money yang memiliki kepemilikan psikologis yang lebih besar terhadap loyalty program, namun tetap juga harus memperhatikan kualitas pelayanan yang diberikan untuk meningkatkan niat loyalitas terhadap perusahaan.

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Hierarchical loyalty programs (HLP) is abundance use in service industries to retain customers. Customers can get their status through their spending level. However, HLP has a status demotion that can harm loyalty intention. Demotion is inevitable in HLP but its relatively scant the scrutiny about status demotion for customers who have close to the threshold to maintain their status. Building on the distributive justice theory and scarcity theory, this study offers demotion strategies to close to the threshold customers toward program and company loyalty intention based on their payment source (own money vs other money customers). 2x3 between groups experiment provides evidence that loyalty intention to the loyalty program in own money appear stronger with demotion strategies with an additional point and additional time than demotion without additional point. Services companies might consider using additional points and additional time as a proxy to alleviate the negative effect for demoted customers who close to the threshold, especially to own money customers who have greater psychological ownership toward the loyalty program. Nonetheless, service provider must keep improving the service quality to increase loyalty intention to the company.

Abstrak :
Tesis ini meneliti pengaruh dari faktor sosial yaitu social norms dan perceived critical mass dan faktor-faktor individu yang terdapat pada proses penerimaan suatu mobile game dengan intensi terhadap pembelian digital item yang disediakan oleh mobile game tersebut. Tinjauan pustaka dan penyusunan hipotesis dilakukan untuk meneliti hubungan pengaruh tersebut, data pada penelitian ini didapat dari penyebaran kuesioner terhadap 257 responden yang pernah menggunakan game dan belum pernah membeli digital item pada game yang diteliti yaitu Line: Get Rich. Populasi yang di tuju yaitu yang berada di wilayah Jabodetabek, dengan melakukan pendekatan snowball sampling dan convenience sampling, dan kemudian dilakukan analisis terhadap data yang didapat dengan menggunakan Structural Equation Model (SEM). Hasil penelitian menunjukkan bahwa pengaruh dari faktor sosial baik itu dari social norms dan perceived critical mass, keduanya memiliki pengaruh yang signifikan terhadap intensi pembelian digital items pada mobile game. Faktor sosial tersebut juga telah diteliti bahwa tidak memiliki pengaruh yang signifikan pada attitude pengguna. Oleh karena itu jika pengembang game ingin memfokuskan pendapatan pada penjualan digital items maka perlu untuk menambahkan fitur seperti share pada media sosial ketika pengguna telah melakukan penggunaan digital items atau telah melakukan pembelian digital items. Pengembang game dan pemasarnya juga tidak perlu ragu-ragu dalam memberikan pengaruh sosial dengan alasan pengguna akan terganggu pada notifikasi pada media sosial karena berdasarkan data dari penelitian ini menunjukkan bahwa pengaruh sosial pada sikap pengguna terhadap game itu tidak memberikan pengaruh yang signifikan. Dilihat dari pengaruh faktor-faktor individu seperti perceived enjoyment, perceived ease of use, dan perceived usefulness, kesemuanya memberikan pengaruh yang signifikan pada attitude pengguna. Dengan begitu dalam meningkatkan sikap positif pengguna terhadap game yang dikembangkan maka pengembang perlu mempertimbangkan faktor-faktor tersebut. ......This thesis examines the influence on social factors, namely social norms and perceived critical mass, and individual factors on mobile games acceptance process against purchase intention on digital items in mobile game. Literature review and hypothesis formulation was conducted to investigate the effect of the relationship. The data in this study gathered from distributing questionnaires to 257 respondents who had used the game and had never bought digital items on the game that is being studied, which is Line: Get Rich. Population targeted on this study located on Jabodetabek area, snowball sampling and convenience sampling method is used to gather the data and then by using Structural Equation Model (SEM) analysis was performed from the data obtained. The result showed that the influence of social factors, either from social norms and perceived critical mass, both of them have significant impact on digital items purchase intention on mobile games. Social factors have also been studied that does not have significant effect on the attitude of users. Therefore, if the game developer want to focus their revenue on digital items sales, then it is necessary to add features such as share to social media when the user has made use or have made a purchase of digital items. Game developers and its marketers also do not need to hesitate in giving social influence to the user by reason of users would be disturbed by the notification on social media, because based on the data provided in this study indicate that users of social influences does not have a significant influence on attitudes toward the game. Viewed from the effect of individual factors such as perceived enjoyment, perceived ease of use, and perceived usefulness, all of them had a significant influence on the attitude of user toward mobile game. Thus, in increasing positive attitude on the users toward the developed game, developers need to consider those factors.

Abstrak :
[ABSTRAK
Tingkat persaingan perbankan di Indonesia dalam meningkatkan service delivery terlihat sangat ketat, setiap bank berupaya untuk menjadi nomor satu dalam memberikan layanan prima (service excellence) kepada nasabahnya. Disisi lain saat ini nasabah semakin canggih (sophisticated) dan sangat menuntut (demanding), sehingga mereka tidak hanya mencari harga yang kompetitif dan layanan yang baik saja, namun mereka menginginkan experience yang mengesankan ketika berinteraksi dengan produk maupun layanan yang diberikan. Hal ini menyebabkan bank harus berpikir ulang mengenai dirinya agar dapat berkompetisi secara efektif dan mendiferensiasi dirinya di pasar dengan mengetahui bagaimana nasabah mereka mengalami layanan yang mereka berikan. Disamping itu bank harus dapat memahami faktor-faktor yang mempengaruhi customer experience dalam ber-bank (bank customer experience), komitmen serta loyalitas mereka terhadap bank yang digunakan. Penelitian ini merujuk pada konseptual model customer experience dibangun oleh Vehoef et al (2009), model ini terdiri dari beberapa elemen yang membentuk customer experience, yaitu social environment, service interface, atmosphere, price, brand, electronic channel dan past experience. Penelitian dilakukan terhadap nasabah empat bank besar di Jabodetabek dimana dalam 1 bulan terakhir melakukan interaksi/transaksi perbankan baik melalui walk-in channel atau e-channel, dari hasil penelitian ini didapat bahwa faktor service quality menjadi faktor yang berkorelasi paling kuat, baik terhadap customer experience satisfaction maupun customer emotion satisfaction, namun demikian tidak hanya service quality saja yang berkorelasi terhadap customer experience, terdapat faktor-faktor lain yang juga berkorelasi yaitu brand, bank atmosphere, environment influence dan e-channel serta past experience. Penelitian ini memberikan hasil bahwa customer experience memiliki pengaruh kepada customer experience satisfaction demikian halnya dengan customer emotion satisfaction. Dalam kaitannya dengan customer loyalty, keduanya memiliki pengaruh yang tidak jauh berbeda, hal ini menunjukkan bahwa customer emotion satisfaction juga menjadi hal yang penting untuk diperhatikan dalam menciptakan customer loyalty.

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ABSTRACT
Banking competition in improving service delivery in Indonesia looks very tight, each bank strives to be number one in providing excellent service (service excellence) to its customers. On the other hand, currently customers become more sophisticated and demanding, so they are not just looking for the competitive price and good service, but they want a memorable experience when interacting with the product or services provided. This led the bank to think again about themselves in order to compete effectively and differentiate themselves in the marketplace by knowing how their customers experience to the service that they provide. In addition, the bank must be able to understand the factors that affect the customer experience when interacting with the bank (the bank customer experience), their commitment and loyalty to the bank. This study refers to the conceptual model of customer experience from Vehoef et al (2009), the model is composed of several elements of the customer experience, the social environment, service interface, atmosphere, price, brand, electronic channel and past experience. Research conducted on the four major bank customers in Greater Jakarta, where in the last one month interaction / transaction with the bank either through walk-in channels or e-channel, the results of this study found that the factor of service quality is the most strongly correlated to both the customer experience satisfaction and customer emotion satisfaction, however, not only the service quality are correlated to the customer experience, there are other factors that also correlate i.e. the brand, the bank atmosphere, environment influence and e-channel as well as past experience. This study provides results that the customer experience has impact on customer experience satisfaction and customer emotion satisfaction. In terms of customer loyalty, both customer experience satisfaction and customer emotion satisfaction have the effect is not much different, it indicates that customer satisfaction emotion also be important to consider in creating customer loyalty., Banking competition in improving service delivery in Indonesia looks very tight, each bank strives to be number one in providing excellent service (service excellence) to its customers. On the other hand, currently customers become more sophisticated and demanding, so they are not just looking for the competitive price and good service, but they want a memorable experience when interacting with the product or services provided. This led the bank to think again about themselves in order to compete effectively and differentiate themselves in the marketplace by knowing how their customers experience to the service that they provide. In addition, the bank must be able to understand the factors that affect the customer experience when interacting with the bank (the bank customer experience), their commitment and loyalty to the bank. This study refers to the conceptual model of customer experience from Vehoef et al (2009), the model is composed of several elements of the customer experience, the social environment, service interface, atmosphere, price, brand, electronic channel and past experience. Research conducted on the four major bank customers in Greater Jakarta, where in the last one month interaction / transaction with the bank either through walk-in channels or e-channel, the results of this study found that the factor of service quality is the most strongly correlated to both the customer experience satisfaction and customer emotion satisfaction, however, not only the service quality are correlated to the customer experience, there are other factors that also correlate i.e. the brand, the bank atmosphere, environment influence and e-channel as well as past experience. This study provides results that the customer experience has impact on customer experience satisfaction and customer emotion satisfaction. In terms of customer loyalty, both customer experience satisfaction and customer emotion satisfaction have the effect is not much different, it indicates that customer satisfaction emotion also be important to consider in creating customer loyalty.]

Abstrak :
[ABSTRAK
Relationship marketing pada industri jasa konstruksi memiliki perbedaan dari mainstream yang selama ini berlaku di dunia pemasaran pada umumnya. Di dalam dunia konstruksi, dikenal dengan menggunakan sistem tender sebelum terjadinya kerjasama proyek antara perusahaan kontraktor dan pelanggannya sehingga hal ini menjadi menarik untuk melihat bagaimana posisi relationship marketing di dalam industri jasa konstruksi yang menggunakan sistem tender dalam mengukur loyalitas pelanggan.

Di dalam hipotesis awal diduga variabel kepercayaan, biaya, dan komitmen mempunyai peranan penting didalam memberikan kepuasan pelanggan yang pada akhirnya berimplikasi pada loyalitas pelanggan. Hasil penelitian membuktikan hanya variabel trust yang cukup signifikan dalam membentuk komitmen dan loyalitas pelanggan, sedangkan faktor transactioncost tidak cukup signifikan dalam membentuk loyalitas dari pelanggan.

Dari hasil yang diperoleh maka penelitian ini memberikan suatu pemahaman baru didalam dunia jasa konstruksi bahwa meskipun faktor transaction cost selama ini dinilai memiliki peranan yang sangat penting dalam menciptakan loyalitas pelanggan namun ternyata hasilnya menyatakan sebaliknya, bahwa faktor transaction cost dinilai tidak cukup signifikan dalam membentuk loyalitas pelanggan. Dalam penelitian ini menemukan bahwa trust lah yang memiliki peran cukup signifikan dalam menciptakan loyalitas pelanggan.

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ABSTRACT
Relationship marketing in the construction services industry differs from mainstream applications common to the marketing world in general. In the construction industry, known with its use of the tender system prior to the cooperative project between corporate contractor and their customers, makes it interesting to see how relationship marketing in the construction service industry deals with the tender system in terms of measuring customer loyalty.

In the initial hypothesis, it was expected that trust, cost and commitment variables would play a major role in producing customer satisfaction. The results of the research proved that trust variables significantly influenced customer commitment and loyalty, while transaction cost does not influence customer loyalty in significant terms.

The findings of the research provides alternative understanding relevant to the construction service industry that although transaction cost is considered influential in creating customer loyalty, the reverse is true in the construction industry and that transaction costs did not significantly produced customer loyalty. The research concludes that trust instead played a significant role in shaping customer loyalty.;Relationship marketing in the construction services industry differs from mainstream applications common to the marketing world in general. In the construction industry, known with its use of the tender system prior to the cooperative project between corporate contractor and their customers, makes it interesting to see how relationship marketing in the construction service industry deals with the tender system in terms of measuring customer loyalty. In the initial hypothesis, it was expected that trust, cost and commitment variables would play a major role in producing customer satisfaction. The results of the research proved that trust variables significantly influenced customer commitment and loyalty, while transaction cost does not influence customer loyalty in significant terms. The findings of the research provides alternative understanding relevant to the construction service industry that although transaction cost is considered influential in creating customer loyalty, the reverse is true in the construction industry and that transaction costs did not significantly produced customer loyalty. The research concludes that trust instead played a significant role in shaping customer loyalty., Relationship marketing in the construction services industry differs from mainstream applications common to the marketing world in general. In the construction industry, known with its use of the tender system prior to the cooperative project between corporate contractor and their customers, makes it interesting to see how relationship marketing in the construction service industry deals with the tender system in terms of measuring customer loyalty. In the initial hypothesis, it was expected that trust, cost and commitment variables would play a major role in producing customer satisfaction. The results of the research proved that trust variables significantly influenced customer commitment and loyalty, while transaction cost does not influence customer loyalty in significant terms. The findings of the research provides alternative understanding relevant to the construction service industry that although transaction cost is considered influential in creating customer loyalty, the reverse is true in the construction industry and that transaction costs did not significantly produced customer loyalty. The research concludes that trust instead played a significant role in shaping customer loyalty.]

Abstrak :
ABSTRAK Penelitian ini dilakukan untuk mengindentifikasikan perilaku konsumen terhadap penghematan pemakaian listrik di lingkungan rumah tangga. Unit analisis yang digunakan pada penelitian ini adalah konsumen listrik rumah tangga dengan daya 450 VA dan 900 VA. Pemilihan unit analisis tersebut dilakukan berdasarkan pertimbangan terhadap jumlah realisasi subsidi listrik yang tinggi untuk kelompok pelanggan tersebut. Jumlah realisasi subsidi listrik untuk kelompok pelanggan tersebut pada semester I 2015 tercatat Rp. 24 T. Melalui pendekatan dari Theory of Planned Behavior (TPB) dan variabel lainnya untuk mengetahui faktor-faktor yang berpengaruh terhadap keinginan konsumen untuk melakukan penghematan pemakaian listrik. Dengan pengolahan data yang dilakukan melalui software SmartPLS 2.0 maka diperoleh bahwa variabel social norms in electricity usage, social interaction in electricity usage, economic benefit in electricity saving, information usage in electricity usage, past experience in electricity usage dan environmental awareness in electricity usage berpengaruh langsung terhadap intention to electricity saving behavior sedangkan untuk variabel yang berpengaruh langsung terhadap electricity saving behavior meliputi perceived inconvenience in electricity saving dan information usage in electricity usage.

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ABSTRAK The purpose of this research is to identify consumer behavior towards electricity efficiency in household environment. Theunit of analysis of this research in household electricity consumption with capacity of 450 VA and 900 VA. The reason to choose the unit of analysis based on the increasing numbers of electricity subsidy for household consumers. The electricity subsidy for household consumers for the first semester of 2015 is rise by up to Rp 24 trillion.Using Theory of Planned Behavior (TPB) approach and other variable to understand the influence factors towards consumer behavior of household electricity consumption. With supported data processing using software SmartPLS 2.0, therefore the results is social norms in electricity usage, social interaction in electricity usage, economic benefit in electricity saving, information usage in electricity usage, past experience in electricity usage and environmental awareness in electricity usage variable affected to the intention to electricity saving behavior, meanwhile the variable that have a direct impact to the electricity saving behavior consists of perceived inconvenience in electricity saving and information usage in electricity usage.

Abstrak :
ABSTRAK
Tesis ini bertujuan untuk mengonfirmasi model e-Satisfaction dan Website Trust sebagai variabel mediasi antara dimensi e-Service Quality dan e-Loyality dalam konteks online shop di Indonesia. Penelitian ini dianalisis dengan menggunakan Structural Equation Modeling dengan Confirmatory factor analysis. Hasil analisis menunjukkan bahwa dimensi e-Service Quality yang mempengaruhi e-Satisfaction adalah Efficiency, Fulfillment, Responsiveness dan Website Design. Selain itu, e- Satisfaction memiliki pengaruh signifikan dan positif terhadap Website Trust. Bersama-sama, e-Satisfaction dan Website Trust berpengaruh signifikan dan positif terhadap e-Loyality. Penelitian ini memberikan kontribusi karena penelitian ini membuktikan bahwa Website Trust dan e-Satisfaction merupakan variabel yang dapat memediasi antara e-Service Quality dengan e-Loyalty.

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ABSTRACT
This thesis aims to confirm the model of e-Satisfaction and Website Trust as a mediation variable between the dimensions of e-Service Quality and e-Loyality in the context of online shop in Indonesia. This research was analyzed by using Structural Equation Modeling with Confirmatory factor analysis. The result of analysis shows that the dimension of e-Service Quality affecting e-Satisfaction is Efficiency, Fulfillment, Responsiveness and Website Design. In addition, e- Satisfaction has a significant and positive influence on the Website Trust. Together, e-Satisfaction and Website Trust have a significant and positive influence on e- Loyality. This research contributes because this research proves that Website Trust and e-Satisfaction are the variables that can mediate between e-Service Quality and e-Loyalty.

Abstrak :
Perkembangan informasi dan teknologi telah mendorong peningkatan dan pentingnya media sosial. Dapat dilihat dengan berkembangnya tren belanja online melalui social media, yang mana dalam hal ini social commerce muncul sebagai evolusi dari e-commerce tradisional. Teknologi media sosial dan social commerce memungkinkan kegiatan komersial yang memanfaatkan fungsi interaksi yang terjadi melalui sosial media. Faktor penting yang mempengaruhi pengguna dalam mengambil keputusan dalam social commerce adalah trust dan flow experience yang dirasakan pengguna. Pengguna membangun kepercayaan dan terlibat dalam aktivitas belanja melalui social commerce melalui kemudahan pengguna dalam mencari informasi yang dibutuhkan melalui penilaian konsumen lain, komentar, dan rekomendasi. Penelitian ini merupakan penelitian kuantitatif, menggunakan data primer melalui survey online dari 229 responden pengguna Facebok di Indonesia, yang belum pernah melakukan pembelian produk fashion. Hasil penelitian ini menunjukkan visibility, forum and communities, serta rating and reviews berpengaruh positif terhadap trust, sedangkan metavoicing, guidance shopping, rating and reviews, recommendation and referrals tidak berpengaruh terhadap trust. Visibility, metavoicing, guidance shopping dan forum and communities berpengaruh positif terhadap flow experience, sedangkan rating and reviews, recommendation and referrals tidak berpengaruh terhadap flow experience. Dalam penelitian ini trust dan flow experience berpengaruh positif terhadap intention to buy. Diharapkan penelitian ini dapat membantu untuk mengoptimalkan penggunaan social commerce dengan memperhatikan pengaruh it-affordance dan social commerce constructs. ......The development of information and technology has encouraged the increase and the importance of social media, it can be seen with the rising trend of online shopping through social media, in this case, Social Commerce emerged as an evolution of traditional E-Commerce. Social media technology and Social Commerce enable commercial activities that take advantage of the interaction function of social media. In Social Commerce, trust and experience of user interaction are important factors that influence users in making decisions. Users build trust and engage in shopping activities on social commerce by easily finding important information needed through other consumer ratings, comments, and recommendations. This study aims to develop a research model to determine the effect of IT-Affordance and Social Commerce Constructs on intention to buy mediated by Trust and Flow experience on Facebook users in the perspective of the Stimulus-Organism-Response (SOR) model. This research is quantitative, purposive sampling approach is used to achieve the research objectives. Data were collected from 229 respondents of Facebook users in Indonesia, through online surveys and analyzed using PLS-SEM. The result is visibility, forum and community, rating and review on Facebook influenced trust, and visibility, guidance shopping, forum and community, rating and review on Facebook social commerce can affect the flow experience. In this study, it can also be seen how trust and flow experience have a positive effect on intention to buy. Thus, can help to optimize the use of social commerce in commercial activities.