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"Politeknik adalah salah satu jenis lembaga pendidikan tinggi di Indonesia yang relatif baru, yang memiliki ciri yang menonjol pada besarnya porsi mata kuliah praktek di laboratorium dan di bengkel. Oleh karena itu, kualitas layanan terhadap mahasiswa untuk tiga bagian di politeknik, yaitu bagian perkuliahan teori, praktikum di laboratorium, dan praktek di bengkel merupakan sesuatu yang harus menjadi prioritas. Tujuan penelitian ini adalah untuk mengetahui kualitas layanan untuk masing-masing bagian tersebut.Pada bidang bisnis telah dikembangkan beberapa metode untuk mengukur kualitas layanan tersebut, salah satu diantaranya adalah metode SERVQUAL. Dalam penerapannya di Polrteknik Negeri Jakarta, metode SERVQUAL menunjukkan tingkat validitas dan reliabilitas yang tinggi untuk semua bagian layanan, yaitu kuliah teori, laboratorium, dan bengkel. Hanya saja pengelompokan kualitas Iayanan SERVQUAL pada 5 dimensi, yaitu dimensi tangibles, reliability responsiveness, assurance, dan empathy, dengan menggunakan analisis faktor, ternyata tidak tepat dan tidak konsisten.Dengan menggunakan metode SERVQUAL tersebut, secara deskriptif memberikan informasi bahwa secara umum kualitas layanan untuk semua bagian di Politeknik Negeri Jakarta masih perlu ditingkatkan. Hal ini ditunjukkan dengan skor rata-rata nilai persepsi mahasiswa tentang layanan yang diterimanya masih di bawah skor rata-rata nilai harapan mahasiswa tersebut. Yang menonjol dari hasil pengukuran kualitas layanan tersebut adalah bahwa aspek peralatan fisik (tangibles) khususnya untuk laboratorium dan bengkel, sertakecepatan pengambilan keputusan yang berkaitan dengan peralatan tersebut merupakan aspek yang perlu mendapat prioritas utama. Sementara aspek yang berkaitan dengan empathy, walaupun juga masih perlu peningkatan tetapi tidak perlu mendapat prioritastinggi, bahkan terkesan berlebihan.Hasrat perilaku mahasiswa, yang juga diukur dalam penelitian ini, secara deskriptif menunjukkan bahwa pada umumnya niat berperllaku mahasiswa untuk ikut berkiprah dalam usaha memajukan Politeknik Negeri Jakarta ternyata cukup baik (favorable). Hanya saja hasil pengujian secara statistik pengaruh kualitas layanan untuk masing-masing bagian di Politeknik Negeri Jakarta terhadap hasrat perilaku mahasiswa, tidak menunjukkan hubungan yang signifikan."

"Studi ini mengajukan sebuah model mengenai web equity yang didefinisikan sebagai nama domain dari sebuah situs web yang menjadi nilai tambah sebuah situs web. Dimensi dari web equity adalah awareness dan image dari sebuah situs. Secara khusus, penelitian ini ingin menguji hubungan antara web equity dan loyalitas. Penelitian ini juga menginvestigasi faktor-faktor penting dari web equity. Hasil penelitian berdasarkan pada data yang dikumpulkan dari 226 pengunjung Detik.com baik secara online maupun offline. Data yang terkumpul dianalisis dengan analisis faktor dan anal is regresi. Melalui anal isis regresi, web equity ditentukan oleh tiga faktor yang diidentifikasi menjadi faktor penting dalam membangun nilai pada perusahaan online, antara lain: komunikasi non-pemasar, desain situs web, dan karakteristik produk. Hasil analisis juga menunjukkan adanya dampak positif dari web equity terhadap loyalitas. Temuan penelitian memberikan implikasi bahwa konsep brand equity dapat diaplikasikan dalam dunia pemasaran digital. Implikasi dari studi ini memndukung pentingnya pemasaran referal dalam dunia pemasaran digital. Temuan ini juga memberikan dampak akan pentingnya desain situs web dan karakteristik produk atau jasa dalam membangun web equity.

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This study proposes a model of web equity, which is defined as domain name of website which gives value added for website. Dimension of web equity are awareness and image from the website. Specifically, this research seeks to examine the relationship between web equity and loyalty. This research also investigate important/actors of web equity.

Results based on the data collected from 226 Detik.com consumers by online and offline. The collected data was analyzed using factor analysis and regression analysis. By regression analysis, web equity is suported by three categories qf jactors identified as important to consumers in bulding value in online companies, non-marketer communications, web site design, and product characteristics. Results also show a positive impact of web equity toward loyalty.

The findings imply the brand equity concept can be applied in digital marlreting. Implication in this study supports importance refforal mQrketing in digital marketing. The findings also imply importance of web site design and product or service characteristics in building web equity."

"Fenomena perpindahan pelanggan jasa merupakan faktor kunci yang mempengaruhi keberhasilan perusahaan jasa, karena berdampak langsung pada kinerja perusahaan, seperti peningkatan biaya operasi, penurunan pangsa pasar dan profitabilitas. Untuk mengatasi perpindahan pelanggan jasa, perusahaan perlu memahami faktor pengaruhnya. Umumnya studi perpindahan pelanggan jasa dikaitkan dengan masalah ketidakpuasan pelanggan (Bolton, l993). Tetapi penelitian lain menemukan bahwa tingkat kepuasan yang tinggi tidak menjamin pelanggan tidak berpindah (Reichheld, 1996). Penelitian ini mencoba mengungkapkan mengapa hal itu terjadi dan bagaimana mengatasinya, melalui pengujian empiris. Berbagai penelitian sebelumnya menyimpulkan kecenderungan yang berbeda; yaitu: (I) Faktor kepuasan saja tidak cukup untuk menjelaskan perpindahan pelanggan jasa, tetapi dibutuhkan faktor lain, seperti perhatian perusahaan pada hubungannya dengan pelanggan, atau investasi relational (Bansal & Taylor, 1999), dan kualitas alternatif jasa yang bersaing dipasar (Capraro et al.. 2003); (2) Selanjutnya, pengaruh kepuasan terhadap perpindahan pelanggan jasa bersifat dilematis alau non-linier, sehingga membutuhkan variabel moderator, seperti switching barrier (Jones, l998) dan karakteristik pelanggan (Homburg & Giering, ZOOI); (3) Sedangkan terhadap pengaruh tak langsung kepuasan pada perpindahan pelangggan jasa, penelitian ini menguji juga faktor intervensi dari variabel lain, yaitu komitmen relasional (Roberts, 1989). Pada intinya, penelitian ini mencoba mengatasi kekurangjelasan masalah perpindahan pelanggan jasa, dengan mengembangkan teori intensi berpindah pelanggan jasa yang dipengaruhi oleh lnvestasi relational, kepuasan, dan kualitas alternatif. Untuk menguji kelayakan model, dikumpulkan data kuantitatif dan kualitatif. terhadap pelanggan telpon seluler berbasis Global System for Mobile Communication (GSM), dengan menggunakan populasi mahasiswa Universitas Indonesia. Untuk menguji model dan data empiris, digunakan metoda analisis Structural Equation Modeling (SEM), dengan bantuan perangkat lunak LISREL 8.72. Hasil pengujian menyimpulkan bahwa ketiga pendekatan tentang kecenderungan terjadinya perpindahan pelanggan jasa, dapat dlterapkan secara bersama-sama. Penelitian ini memperlihatkan bahwa: (a) kepuasan, investasi relasional, dan kualitas alternatif terbukti berpengaruh terhadap intensi berpindah, (b) komitmen relasional memediasi hubungan kepuasan dengan intensi berpindah. (C) hubungan kepuasan dengan komitmen relasional bersifal non-linier, dimoderasi oleh switching barrier (investasi relasional dan kualitas alternatif) dan karakteristik pelanggan (variety seeking dan keterlibatan pelanggan). Penelitian ini membuktikan bahwa intensi berpindah pelanggan jasa dapat dicegah melalui pembentukan komitmen relasional pelanggan. Disamping itu, komitmen relasional tidak dipengaruhi langsung oleh kepuasan, melainkan oleh interaksi antara kepuasan dengan variabel moderator: switching barrier- dan karakteristik pelanggan. Implikasi manajerial adalah untuk mengatasi perpindahan pelanggan jasa. penyedia jasa perlu memperkuat komiitmen relasional pelanggan. Komitmen relasional yang kuat dibangun dengan meningkatkan investasi relasional, melalui pembentukan ikatan sosial dengan pelanggan, yaitu dengan membangung klub pelanggan. pembentukan klub pelanggan merupakan penerapan pemasaran relasional untuk menutupi kesenjangan hubungan penyedia jasa dengan pelanggan yang bersifat low contact dan low customization.

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Customer-switching phenomenon is a factor which determines the success of a service corporation, inasmuch as it has direct impact on the productivity of the company such as operational costs, market decline, and profitability. To properly administer to this phenomenon, it is important that the corporation perceive the impacts. Traditionally, the study on customer switching phenomenon is identified with dissatisfaction on the part of the customers (Bolton, l998). However, other studies show that high satisfaction measure does not guarantee that customer-switching will not take place (Reichheld, 1996). This study attempts to reveal why this phenomenon occurs and, through empirical assessment, how to resolve the matter. Numerous studies in the past have provided different conclusions: (1) Satisfaction factor alone is insufiicient to explain customer-switching phenomenon. Other reasons are required, such as the corporation?s concem for customer relation, or relational investment (Bansal & Taylor, 1999), and the quality of alternative services in the market (Capraro et al., 2003); (2) Furthennore, the relation between customer satisfaction to customer-switching is dilemmatie or non-linier- Thus, as a consequence, a moderating variable is required, namely .switching barrier (Jones, 1998) and customer characteristics (Homburg & Giering, 2001); (3) On the indirect impact domain of customer-switching phenomenon, this study also attempts to examine the intervention factor from another variable, namely the relational commitment (Roberts, 1989). As the gist of the matter, this study intends to deal with the ambivalence regarding customer-switching phenomenon by elaborating thc intentional theory, influenced by relational investment, satisfaction factor. and the quality of alternative services. In assessing the feasibility of the model. quantitative and qualitative data are accrued from cellular telephone customers using Global ?System for Mobile Communication (GSM), the population being students of Universitas Indonesia. Model and empirical data are analyzed by employing Structural Equation Modeling (SEM) method. with the assistance of LISREL 8.72 software. The examination concludes that the three approaches pertaining the tendency of custotner-switching can be applied simultaneously. The investigation reveals that: (a) satisfaction, relational investment, and the quality of altemative services prove to he directly atifecting the customers? intention to switch. (b) relational commitment mediates customer satisfaction with the intention to switch. (c) customer satisfaction and relational commitment is characterized by non-linear interaction. moderated by switching barrier (relational investment and the quality of alternatives) and customer characteristics (variety seeking and customer involvement). This study proves that the intention to switch can be prevented by elaborating on the relational commitment to thc customers. Moreover. relational commitment is not directly influenced by customer satisfaction, but by the interaction between satisfaction and moderating variables: switching barrier and customer characteristics. The implication on the managerial domain to prevent customers from switching is by improving the corporation?s relational commitment. Strong relational commitment is established by promoting relational investment. which can be done by building strong social ties with customers. specifically by establishing a customer club. Customer club is an application of relationship marketing strategy to bridge the gap between service provider and customer, which is originally characterized by low contact and low customization."

"Recently, research on paradoxical strategies is receiving considerable attentionfrom both researchers and practitioners. The value of paradoxical strategies iscurrently considered critical in increasing firm performance and winning in thecompetitive dynamic landscape, which is characterized by uncertainty and rapidchanges in the industry and business environment (Barney and Hesterly, 2006). Suchperceived environmental characteristics require firm to apply paradoxical strategies;combining strategic flexibility and strategic consistency (Pamell, 1994).This study addresses four main questions. First, what is the effect of strategicflexibility on Erm performance. Second, what is the effect of strategic consistency onfirm performance. Third, what is the effect of combining strategic flexibility andstrategic consistency on firm performance. Fourth, what are the contingent effects ofperceived environmental uncertainty on the relationship between paradoxicalstrategies and firm performance. This study conceprualizes the application ofparadoxical strategies as a set of capabilities that enable an organization not onlyadapt to changing environmental conditions, but also to maintain current strategiesand actions for a considerable period of time.Recognizing the broad nature of strategic flexibility, it is measured in terms ofpre-emptive moves, exploitative moves, protective moves, and corrective moves.Strategic consistency is measured in terms of proactive consistency and reactiveconsistency. Perceived environment is measured in terms of munificence, dynamism,and complexity. Overall firm perfonnance is measured in terms of financialperformance and strategic performance, among others are profit, profitability, income,market share, position in the industry, and customer loyalty.A survey was conducted in the Indonesian banking industry to measure thedegree of perceived environmental uncertainty, the level of strategic flexibility andstrategic consistency, and the resulting firm performance. Questionnaires weredistributed to 131 CEOs or members of top management team of commercial banks(including sharia banks) and the 59 retumed responses were analyzed to testhypotheses.The results indicate that strategic flexibility has positive effect on bankperformance, while strategic consistency does not have positive effect on bankperformance. In terms of combining these two paradoxical strategies, the results ofthis study conhnn that the effect of strategic flexibility on bank performance dependson strategic consistency and/or perceived environment. Contrary to expectation of thisstudy, the effect of strategic consistency on bank performance insignificantly dependson perceived environment.This study makes several important contributions to growing literature onparadoxical strategies and strategic management discipline. First, this study is one oflimited researches on the effect of paradoxical strategies on firm performance. Itexamines the effect of combining paradoxical strategies on fum performance withconsidering perceived environmental uncertainty as the antecedent. Second, it alsofills in the gap in previous study on managing paradoxes in service operations settingat the corporate/strategic level. Third, this study develops a set of measures ofstrategic consistency and strategic perfomrance that captures building on priorconcepts.The fundings in this study offer inputs for the development of banking industryin Indonesia. For bank management, to sustain its growth, banks should increase its infomation technology capabilities, which are mainly supported by flexible systemsand knowledgeable people. For the banking regulator and the government agencyalike, the inputs are as follows: carry out the detailed research on the impact ofregulation and govemment policy on bank flexibility; take Bank NTT, Bank Jatim,and Bank Sumsel as samples for other regional development banks as the agile bankswith high performance; create regulation and policy to drive innovative bankingproduct development; encourage the commercial banks to undertake informationtechnology investments to boost innovative financial products and services; createspeciiic regulation about outsourcing service provider; and encourage furtherdevelopment of Internet banking services by improving system infrastructureenvironment, enabling policy and regulatory environment for this business, andbuilding up a comprehensive e-security public policy framework."