Hasil Pencarian  ::  Simpan CSV :: Kembali

"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.

---

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."

"Competition at radio media industry in Jakarta become more sophisticated recently. To the year 2008, there is 41 private radio in Jakarta. Radio has unique, personal and segmented characteristic makes advertiser can not leave this media to advertise. Defeat their competitor, Mugi Rekso Abadi?Broadcast Media Division should creates appropriate promotion strategy for both of audiences and business customers. Business customers is main revenue resource for radio media. Promotion strategy for this customers have special particular way distinguished from to the audiences. The differencess can be detected from how to classified of business customers, messages to communicate and promotional tools to be used. To survive, radio should develop planning, implementing and evaluating proses promotion strategy Business to Business continously.

This research purposed to answer how were planning, implementation and evaluating process strategy promotion Business to Business running at MRABMD. These process starting with identification of needs and wants MRA-BMD business customers. Hopefully, this research can expanding and digging marketing theory especially about promotion strategy B2B at radio media which is rare topics appear, whereas has big contribution for radio?s live prospect.

Methods used for this undergraduate thesis is qualitative research. Reason of qualitative methods used for this research is to deeper digging about promotion strategy B2B which naturally personal. Primary data collected through field observation and in depth interview with five experties informan, they are; sales, marketing communication and R&D managers of MRA BMD which is expected had qualification to give valid and accountable input data. Secondary data gain from internal company and other references.

The research finding obtained by following results: (1) MRA-BMD has been understanding the characteristic, needs and wants of their business customers, altough all this comprehension do not supported to the right and appropriate promotion strategy. Business customers based on the purpose divided into barter client, semi barter client and full commercials client . (2) Promotion strategy B2B planning begin with formulating strategic plan, afterward business plan, until identificating work plan. Implementation process dominated to personal selling and direct marketing promotional tools. Evaluating done beyond CSI vi (Customers Satisfaction Index) and others internal research. For several ways, discovered that promotion strategy B2B can be excecute together with promotion strategy B2C. (3)Specific promotion strategy not really focuss on the context because more than a half amount of business customers considering content, they are so rational. The implications of this research result are: (1) To face this problem, MRA BMD business strategy more focuss on developing performance of each radio station. (2) Researcher recomendation is MRA-BMD should evaluate the integration of all promotion strategy B2B process for raising brand perception and image to be better. In addition, it is important to measures efectivity and eficiency of promotional tools used, so that MRA-BMD can counting to the pricesely promotional tools exposed to business customers."

"During decades, man tried to sells and buy goods to fullfill their needs. Promotion, campaign, direct marketing, has been used to attract a potential buyers to persue costumer by provoking their purchase intention. But nowadays, promotion has become much and much expensive, people get bored to direct selling program. Theese days, people has become more and more careful to choose a product. Word of Mouth, is a potential power to seducing other people?s purchase intention that has not yet been realized by the producers.

This study try to describe the effect of Positive Word of Mouth received on buyers purchase intention. simPATI as a product of Telkomsel is a market leader in Indonesian pre ? paid GSM UIM card, was used as the focus of the study, the effect of buyers purchase intention antecedents was investigated trough a survey, on a sample of 100 FISIP UI non - consumers which are a potential users of simPATI Telkomsel cards.

The research method that researcher used is the descriptive method. It means that the research is described accurately using facts, spoken or written words, actions and visual images. The approach used in this research is quantitative approach. The goal is to try to find an understanding about the effect of positive word of mouth received on buyers purchase intention. The data collection technique used on this research is by reading the literature which focus on the research, observation, and interview if necessary.

The findings of this study contribute to the previous research on the effect of word of mouth received on purchase intention and provide further insight into understanding consumer behavior. Examining the success of simPATI Telkomsel as a market leader in Indonesia points out that consumers purchase intention can be triggered out by using a Word of Mouth Marketing where at this point, the information of satisfaction, opinion leadership, and the information of incentive given by Telkomsel to its consumers are three dimensions which is needed to be considered."

"Skripsi ini membahas mengenai pengaruh Cause Related Marketing (CRM) terhadap loyalitas merek The Body Shop. Pengaruh Cause Related Marketing (CRM) diukur melalui empat buah dimensi yakni congruency, duration, amount of resources invested, dan senior management involvement. Oleh karena itu, penelitian ini adalah penelitian kuantitatif di mana data primer dikumpulkan melalui kuesioner.Berdasarkan hasil penelitian, peneliti menyarankan agar kampanye Cause Related Marketing (CRM) yang dilaksanakan berfokus untuk memberikan informasi kepada konsumen dan mempertahankan keunggulan melalui dimensi congruency.The focus of this study is about the effect of Cause Related Marketing (CRM) to brand loyalty of The Body Shop. The effect of Cause Related Marketing (CRM) to brand loyalty was measured through four dimensions which are congruency, duration, amount of resources invested, and senior management involvement. This is a quantitative research which is data primer was collected by questioner method.

Based the result of this research, researcher suggests that Cause Related Marketing (CRM) campaign must be focus to give the information to consumers and keep the strong point through congruency."

"Nowadays, the airlines bussiness in indonesia has growth rapidly. Many airlines company emerge, nor charter or schedule make the competition even stronger. Every company try to give better service to each it?s customer. The high demand of transportation within society continually make each airline to escalate the quality of service that resulted satisfaction of it?s customer. The quality service of an airlines company costitute simoulteus activity between ground service and inflight service. Inflight service hold the major role in creating consumer perceive towards quality service in generally.

PT Indonesia Air Transport, Tbk, are many company that contribute in fulfilling the high demand of indonesian air transportation. With it?s background as charter flight company, therefore Indonesia Airt Transport (IAT) always undertake to increase it?s quality service, nor in safety or service. In this research, the inflight service proces that been given by Indonesia Air Transport will be discussed further more, the purpose of the research is to know the satisfactionary perception of its costumer towards inflight service given by Indonesia Air Transport (IAT).

In this research, the perception, measured based on SERVQUAL dimension (tangible, reliability, responsiveness, empathy, and assurance) based on the theory expand by Pasuraman, Zeithamal, and Berry, by using frekuent distribution and SPSS 16.00 tools.

From the result of this research, know that the majority of responden or flight passanger tend to give better perception towards inflight service given by IAT. From all the research dimension can be conclude that the average of response of each responden indicate the satisfaction behaviour. This result can be input for IAT, in the the near future Indonesia Air Transport can give mote attention and increase the quality service toward it?s consumen by taking care the safety aspect or service."

"Pelayanan rawat Inap merupakan pelayanan medis yang utama dirumah sakit dan merupakan tempat untuk interaksi antara pasien dan rumah sakit yang berlangsung dalam waktu yang lama. Pelayanan rawat Inap berhubungan sangat sensitif karena menyangkut perasaan pasien, mutu pelayanan dan citra rumah sakit. Semua itu sangat membutuhkan perhatian pihak manajemen rumah sakit. Kepuasan merupakan perasaan senang atau kecewa seseorang yang muncul setelah membandingkan antara persepsi terhadap kinerja atau hasil suatu produk dan harapannya.Tujuan penelitian ini adalah untuk mengetahui pengaruh antara kualitas pelayanan dengan kepuasan pasien rawat inap di RSU Bunda Margonda,Depok. Hasil penelitian menyimpulkan ada pengaruh antara kualitas pelayanan dengan kepuasan pasien rawat inap di RSU Bunda Margonda dikategorikan tinggi karena memiliki nilai hubungan sebesar 0,810.

---

Inpatient treatment is the major medical services in a hospital in which the interaction between the patient and hospital take place in a long period of time. Inpatient services is a sensitive subject to to the reason that it is interrelated directly with patient?s emotion and reception, service quality and image of the hospital. Thus, the management executives of a hospital should pay their fullest attention to it. Satisfaction is the feeling of happiness or disappointment that accurs ofter te inpatients of hospital evaluating the hospital ?s performance by comparing it to their expectation. It is the same case when a custumer assessing the quality of a product by comparing it with his or her expectation.

The aim of this research is to identity the effect between the service quality and the satisfaction of hospitalized patients of RSU Bunda Margonda, which could be classified as high because the relationship value is as big as 0.810."

"Mobile phones industry are more competitive nowadays, it makes mobile phones industry should create differentiation of the product. Sony Ericsson which became one of mobile phone provider launches HP K550i with intention to attract buyer intention of consumer by showing product attribute. One of stategy Sony Ericsson Mobile Communication can be seen from the variety of mobile phones product segmentation, such as W series (Walkman), K series (Kamera), P series (PDA) etc. The purpose from this research is to find out what influence product attribute and buyer intention. The subject of this research is student of FISIP UI who doesn`t use handphone Sony Ericsson K550i. This research was conducted during October 2008. to support this research, 120 questions were distributed for student of FISIP UI who doesn`t use handphone Sony Ericsson K550i, at first 30 questions were distributed to get indicators related for this research. Information was obtained from study literature which suitable with this research. Quantitative method with descriptive analytics was used in this research. This study used purpossive sampling. Factor analysis and linier regression were used to analyze the data. There are two variables in this study: independent variables which consist of 5 dimensions (quality, brand, packaging, service, and price) and buyer?s intention as dependent variable. The dimensions of independent variable combinated with regression factor become attribute variable. From the regression result, 21% of buyer?s intention can be explained from product attributes variable, and 79% were influence from other unknown factor. Significant value of this result is < 0.05. In conclusion, product attribute have a significant impact on buyer?s intention, and there`re another factors influenced buyer`s intention."

"Christina Juwita (0904100102), The Effect of Retail Costumer?s Attitude Towards Sales Promotion on Impulse Buying Behavior, xv + 115 Pages + 58 Bibliography ( 35 books + 10 Journals + 5 Thesis + 8 Other Sources) + Enclosure Retail industry in Indonesia is growing rapidly throughout the past years. As the industry grows, retailers must be aware of strategies it must done in order to have competitive advantage among its competitors. Sales promotion, mainly in ? store, is now often perceived as a useful strategy that can drive customers to purchase, and often those purchases are impulse purchases, or impulse buying. Therefore, this research examined how retail costumer?s attitude towards sales promotion can influence their impulse buying behavior.

This Research used quantitave approach, therefore is classified as quantitative research. There are two variables of this research, costumer?s attitude towards sales promotion as independent variable, and impulse buying behavior as dependent variable. The purpose of this research is to find, and to get deeper insight on the effect of costumer?s attitude toward sales promotion on impulse buying behavior. Based on that purpose, this research also can be classified as descriptive research. There are 100 Research sample, all of them were Giant Hypermarket in Jabodetabek area?s costumer who visited the store a month before data collection period. Data collection period was 1 ? 14 May 2008, and the data were collected with questionnaires.

Data gathered from this research were analysed with two types of analysis, descriptive and inferential. Descriptive analysis was used to analyse data frequencies and mean score of both research variables. The second analysis, inferential analysis, was used to analyse the relationship between two variables and to test hypothesis, using linear regression. Linear regression can be used if the data has normal distribution. Therefore, before doing linear regression, researcher did normal distribution test first. The test showed the normality of the data, so linear regression analysis can be done.

The research findings obtained by those analysis are: (1) Independent variable are able to explain dependent variable with 12.6%, and the rest of dependent variable?s factors are explained by other factors, (2) The F Score of this research is 14.167, (3) This research rejected Ho, which means there is an effect of costumer?s attitude toward sales promotion on impulse buying behavior. The implications of this research are: (1) Although the products promoted in Pembelain dengan Pembelian (PdP) program are mainly household products, but it is found on this research that those products can also be purchased impulsively by customers, because it still has one of the impulse products characteristics mentioned by Kotler and Loudon and Della Bitta. (2) Giant Hypermarket needs to customize its sales promotion program, mainly, the Pembelian dengan Pembelian (PdP) program, to meet customer?s expectations, from research findings it is suggested that Giant Hypermarket diversify the promoted products on the program, (3) Giant Hypermarket also has to put more attention to its layout and store design, as it is found from the research as one of the main factors that drives costumer to buy on impulse."

"alat yang dapat membuat perusahaan dikenal dan dibedakan dengan perusahaan lain oleh khalayaknya. Logo sebagai representasi visual jati diri perusahaan, berkaitan erat dengan citra perusahaan. Karena citra perusahaan terbentuk dari persepsi khalayak mengenai representasi jati diri perusahaan tersebut. Identitas perusahaan dapat berubah jika perusahaan tersebut mengalami perubahaan kepemilikan, perluasan bidang usaha, atau mengalami perubahan karakteristik.. PT. Telkomsel menjadi focus pada penelitian kali ini. Identitas perusahaan PT. Telkomsel diteliti melalui proses survey, dengan sample dari 100 orang yang menggunakan produk PT. Telkomsel dan pernah mengikuti program Telkomsel Siaga, berisikan 31 pertanyaan yang berkaitan dengan semua indikator yang telah diberitahukan dengan menggnakan purposive judgement sampling. Metode penelitian yang digunakan adalah deskriptif. Yang berarti penelitian ini dijabarkan secara akurat menggunakan fakta, kata-kata lisan ataupun tertulis, tindakan dan gambaran nyata. Penelitian ini meggunakan pendekatan kuantitatif. Tujuannya untuk mendapat pengertian mengenai identitas perusahaan berdasarkan persepsi pelanggan. Tehnik pengumpulan data yang digunakan dalam penelitian ini adalah dengan membaca literatur yang terfokus kepada tema penelitian, observasi, dan interview jika dibutuhkan.

---

Corporate logo is a part of the corporate identity which form on of the tools that could makes company to be known by the public. Logo as the visual representation of the corporate identity is related to the corporate image. The relation between those two variable happens because the corporate are formed of the public perception about the corporate identity. Corporate identity could be changed if the corporate it self has been trough some change such as, owner?s commutation, market extension, or characteristic changes. PT. Telkomsel was used as the focus of the research. PT. Telkomsel corporate identity was investigated trough a survey, on a sample of 100 people who was using PT. Telkomsel product and has been participate on Telkomsel Siaga program, consisting 31 questions related to all the indicators stated above using purposive judgement sampling. The research method that researcher used is the descriptive method. It means that the research is described accurately using facts, spoken or written words, actions and visual images. The approach used in this research is quantitative approach. The goal is to try to find an understanding about corporate identity based on customer perception. The data collection technique used on this research is by reading the literature which focus on the research, observation, and interview if necessary."

"The bank?s success in giving loan is related to promotions and service ecexelent which are given to debitors and debitors to be,promotion is something that must be paid attention by banks because its appropriate promotion will give benefits to the bank and debitors valuable assets which can survive and have ability to get benefits in a long term. From existed marketing tools word of mouth is dominated promotion which support marketing such as product and service marketing have high involvement. One of the bank which offers micro business credit is Bank Mandiri which is famous for its Kredit Mikro Mandiri with special cases for debitors to be in PT Bank Mandiri (Persero) Tbk Hub Jakarta Pulogadung. Debitor who are satisfied with the product and service given will bring benefits for the bank and they will be loyal debitors and can carry out communication through word of mouth (positively) to other debitors to be.

The objective research of PT Bank Mandiri (Persero) Tbk Kredit Mikro is to find out how the effect word of mouth spreads to influence the business man submission intention using quantitave approach with literature study and uses research instrument by using questioner which is distributed to 125 business men respondents.

Research with statistic analyze using SPSS for windows 15 in variable word of mouth data analyze consists of 5 dimensions there are Talkers, Topics, Tools, Taking parts, and Tracking and variable intention to buy. Simple regression has been carried out by combining five dimensions becomes variable word of mouth and regression comparing with intention to buy.This research of this result shows that there is high influence of word of mouth on Kredit Mikro Mandiri product towards business men submission intention."