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"Sebagai media yang mobilitasnya tinggi dan memiliki pendekatan lokal maupun personal, radio terbilang unik dan istimewa. Media ini diterima dan mampu menjangkau semua segmen dari masyarakat. Realitas yang dihadapi media radio telah menjadi tantangan tersendiri, akibat persaingan dengan media lain, perolehan total iklan pada radio terus merosot. Hal ini diperparah dengan semakin banyaknya pemain dalam industri ini.Fenomena yang terjadi saat ini adalah masing-masing pendengar memiliki kebutuhan yang berbeda ketika mereka mendengarkan radio. Akibatnya, segmentasi radio menjadi pilihan dan kini menjadi makin tajam dan mengarah ke fragmentasi pasar. Segmen yang dipilih pun tidak hanya berdasarkan karakteristik demografi saja, melainkan jugs karakteristik psikograf. Salah satu segmen yang menarik adalah segmen radio wanita, mengingat pasar ini sangat potensial seiring dengan meningkatnya jumlah wanita karir, isu persamaan gender, dan adanya dua pecan dalam rumah tangga. Cosmopolitan FM yang merupakan salah satu radio perintis dalam segmen ini, menyasar pada tipikal pendengar wanita modem, yang berpikiran terbuka dengan kategori umur antara 28-38 dan berada pada SES A dan B+.Meskipun Cosmopolitan FM telah memiliki positioning yang kuat, berkomitmen tinggi dan konsisten dalam penyampaian kualitas, serta Iingkup segmen pendengar yang jelas, namun brand awareness dan jumlah pendengarnya cenderung untuk menurun dari tahun ke tahun.Berangkat dari hal ini, penelitian ini dilakukan dengan tiga tujuan utama, tujuan pertama yaitu merumuskan faktor-faktor yang menjadi pembentuk loyalitas pendengar Cosmopolitan FM, tujuan kedua adalah mengevaluasi hubungan yang terjadi antara Cosmopolitan FM dengan pendengarnya dan hubungan sesama pendengar, sedangkan tujuan terakhir adalah untuk mengetahui efektifitas kegiatan yang dilakukan oleh Cosmopolitan FM terhadap loyalitas pendengar.Secara garis besar, Karya akhir ini disusun menggunakan metode eksploratoris untuk menggali wawasan atas masalah yang dihadapi, dan riset konklusif yang bersifat kausal yang bertujuan untuk menguji hipotesis dan menilai suatu hubungan spesifik antar variabel yang dilibatkan dalam penelitian ini. Untuk itu digunakan data primer sebesar 110 orang, pembagian kuesioner menggunakan Non probability sample, sedangkan dalam menentukan talon responden, digunakan metode convenience sampling. Variabel utama yang diukur terdiri dari variabel Consumer Characteristic, additional Consumer Characteristic, Consumer Expectation, Assessed Performance, Assessed Value, Satisfaction, Image, Loyalty, Communication, 7izrst, dan Consumer Voice. Untuk pengukuran masing-masing variabel digunakan 5 -point liken scale, untuk menguji reliabilitas metode pengukuran, dilakukan pengujian dengan menggunakan kriteria internal consistency (Cronbach 's Alpha).Terdapat empat analisis yang digunakan dalam penelitian ini yaitu Analisis karateristik responden, Analisis perbedaan karakteristik pendengar terhadap loyalitas, Analisis performance-importance, dan Analisis model relationship secara terintegrasi. Dalam analisis terakhir yang menggambarkan hubungan masing-masing variabel, digunakan structural equation modelling dengan menggunakan model estimasi maximum likelihood dengan menggunakan Variance-covariance matrix dan Correlation matrix sebagai input. Sebelum dilakukan modelling, dilakukan reduksi beberapa variabel dengan menggunakan factor analysis. Untuk mengevaiuasi hubungan yang terjadi antara Cosmopolitan FM dengan pendengamya dan hubungan sesania pendengar, digunakan Analisis perbedaan karakteristik pendengar terhadap loyalitas, dari basil Analisis ini akan didapat kecenderungan tingkat loyalitas dari masing-masing kelompok pendengar berdasarkan perbedaan karakteristik. Beberapa kesimpulan yang diambil adalah loyalitas pendengar yang berinteraksi secara on-air lebih tinggi dibandingkan pendengarnya yang tidak berinteraksi, loyalitas pendengar yang berinteraksi secara off-air dan anggota arisan cosmoners lebih tergantung kepada penyiarlacara, sedangkan anggota milis cosmoners memiliki loyalitas yang lebih rendah dibandingkan yang bukan anggota.Hasil analisis dan pemetaan dengan menggunakan performance importance matrix memberikan basil yang cukup baik dengan tingkat kesesuaian variabel kinerja (performance) berbanding nilai harapan (importance) sebesar 9023%. Terdapat hanya 3 atribut yang secara kinerja kurang memuaskan namun memiliki tingkat kepentingan yang tinggi dimata pendengar (kuadran I), 7 atribut memiliki tingkat kepentingan yang tinggi dan pencapaian kinerja sudah baik (kuadran II). Selain itu atribut yang mempunyai harapan yang tidak terlalu tinggi dari pendengar dan tingkat kinerja yang tidak tinggi pula (kuadran III) sebanyak 4 atribut dan terdapat 1 atribut dimana pencapaian kinerja yang lebih tinggi dibandingkan dengan harapannya (kuadran IV).Untuk merumuskan faktor-faktor yang menjadi pembentuk loyalitas pendengar, dilakukan Analisis Model Relationship secara terintegrasi. Dan basil hubungan tersebut ditemukan bahwa perbedaan karakteristik demograf pendengar tidak mempengaruhi cars pandang mereka dalam membangun hubungan dengan Cosmopolitan FM, dan loyalitas pendengar Cosmopolitan FM temyata hanya dipengaruhi oleh kepercayaan dan kepuasan pendengar.Terdapat beberapa saran yang berfungsi sebagai masukan bagi pihak internal Cosmopolitan FM dan dapat diangkat pada penelitian lebih lanjut di masa yang akan datang. Pertarna, penggalian hubungan antar variabel dengan menggunakan pendekatan psikografi mennadi sangat penting mengingat perbedaan karakteristik demografi konsumen tidak dapat menjelaskan kecenderungan dan perbedaan cara pandang dari masing-masing kelompok. Kedua, peningkatan loyalitas pendengar dapat dilakukan dengan meningkatan kepuasan pendengar. Kepuasan pendengar dapat ditingkatkan dengan memaksimalkan atribut-atribut yang terdapat pada kuadran I, yaitu atribut siaran pagi yang menyenangkan dan menghibur, koleksi lagu yang beragam dan beritalinformasi yang aktual. Hal lain yang mempengaruhi Ioyalitas adalah kepercayaan pendengar_ Pada pembuktian model, diternukan bahwa kepercayaan pendengar terbangun dari komunikasi perusahaan dan suara konsumen yang positif. Hal ini menyatakan bahwa komunikasi, baik berupa satu arah antara pihak manajemen kepada pendengar, serta komunikasi berbentuk dialog dua arah antara pihak manajemen dengan pendengar merupakan hal yang perlu untuk ditingkatkan.

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As a high mobility media with local and personal touch, radio can be considered as unique and a special medium. This media can be accepted and able to reach all segmen of the community. The reality which have been encounter by radio has become a problem. Because of competition with the others media, the amount of total income in radio advertising has decrease. The situation has become worse since there s a lot of player in this industry.The fact what is happened now is each of the radio listeners have a different needs when they want to hear the radio. As a result, radio segmentation has become a choice and are heading to the market fragmentation. The segmentation which has been choose not only based on the demographic characteristic, but also on psyhcographic characteristic. One of the most interesting segment is women's radio, which has a potential market together with the raising issue of woman emancipation and dual function in family. Cosmopolitan FM who is one if the pioneer in this segment, targeting its market to a typical modern woman's listeners, open minded, with age between 28-38 year old and SES A, B+.Even though Cosmopolitan FM has a good positioning, strong commitment and consistent in delivering duality, with a focus listener's segment, but its brand awareness and the listener amount has decrease in recent years.From these backgroundd, this research emphasizes three main purposes. the first purpose is to find the factors which become the antecedent of listeners loyalty in Cosmopolitan FM the second purpose is to evaluate the relationship between Cosmopolitan FM with its listeners and the listeners-listeners relationship. The last purpose is to see the effectivity of event which was held by Cosmopolitan Fivi in the term of listener loyalty.In a broad view, this thesis ii'ere made by exploratory method, and also conclusive with causal method to test the hypothesis and review a specifrc relationship inter-variables which was uses in this research. The amount of valid respondents is 110 samples. he distribution of questionnaire used non probability. sample, and using convenience sampling method to select the large! respondent. The main variable which were tested are Consumer Characteristic, additional Consumer Characteristic, Consumer Expectation, Assessed Performance, Assessed Value, Satisfaction, Image, Loyalty, Communication, Trust, and Consumer Voice. To rate each of the variables using 5point liken scale, to test the reability of the scales using internal consistency criteria (Cronbach's Alpha).There are four analysis which were used in this research : Analysis- qf the respondent characteristic, Analysis of the differences of listeners characteristic to loyalty, Importance Performance Analysis, and Integrated relationship model Analysis. The last analysis was used to exploring the relationship of each variables, using estimated Maximum Likehaod with variance-covariance and correlation matrix as the input. Before the modelling was conducted, factor analysis were used to reducled few variables.To evaluate the relationship between Cosmopolitan 1-M with its listeners and the relationship between the listeners, we use Analysis q f the differences of listeners characteristic to loyalty, from this analysis, were found that there is an inclining degree of loyalty from each of listeners groups by the difference of characteristic. The result are, the loyalty of listeners who were having on air interaction is higher than the non-interaction, the loyalty of the listeners who were having off air interaction and the member of cosmoners mailing list is lower than the non-interaction and non-member. The analysis and 'napping with performance importance matrix result is good, with performance importance appropriate degree in 90.23%. There are three attributes with lower performance and high importance of listener (1st quadrant), seven attributes where the performance is near with listener's demand (2nd quadrant), four attributes that have importance not too high from the listeners and the management gives performance at the saute level (3rd quadrant), and one attributes where gives good performance more than the expected importance of listeners (1st quadrant).In order to know the exact factor which have become the antecedent of the listeners loyalty, we use Integrated relationship model analysis. The founding are that the differences of listeners characteristic do not give any influence of their point of view in building relationship with Cosmopolitan FM and the listeners loyalty of Cosmopolitan FM were only influence by trust and listeners satisfaction.There are few suggestion as the input for the management of Cosmopolitan FM and for the next research. First, the exploring of relationship inter-variables with psyhcographic view has become importance since the differences of listeners demographic characteristic cannot define the differences of the groups point of view. Second, The listeners loyalty can he raise by the raising of the listeners satisfaction. The satisfaction can he raise by maximizing the attributes in quadrant of performance importance analysis : an exiting and fin morning program, a comprehensive songs collection, and acual new: information. The other things that can increasing listeners loyalty are the listeners trust. From the modelling testing, found-that listeners trust were built by one way management communication and a positive listener voice. This founding state that communication, both one way and two way dialog between Cosmopolitan FM management with the listener, are things that needs to improve."

"Penelitian ini membahas hubungan antara antaseden strategi pemasaran relasional yang diproksi kedalam variabel relationship benefits, seller expertise, communication, similarity, interaction frequency, dan conflict dengan loyalitas pelanggan yang diproksi kedalam variabel individual fortitude, expectancy of continuity, word of mouth, dan cooperation, melalui variabel mediator relationship satisfaction, trust, dan relationship quality. Tujuan penelitian ini adalah mendeskripsikan dan menganalisis hubungan antara antaseden strategi pemasaran relasional dengan relationship satisfaction, trust, dan relationship quality, serta menganalisis hubungannya dengan relationship outcomes sebagai pembentuk loyalitas pelangan.Hasil penelitian ini menemukan bahwa variabel outcomes pemasaran relasional individual fortitude dipengaruhi secara tidak langsung oleh variabel seller expertise, similarity, interaction frequency, conflict dan secara langsung memiliki hubungan dengan variabel mediator trust dan relationship quality. Sementara itu variabel expectation of continuity dipengaruhi secara tidak langsung oleh variabel relationship benefit, seller expertise, communication, similarity, interaction frequency dan conflict melalui mediasi relasional relationship satisfaction, trust dan relationship quality. Selanjutnya variabel word of mouth memiliki hubungan tidak langsung dengan variabel seller expertise, similarity, interaction frequency dan conflict melalui variabel mediator trust dan relationship quality. Dan terakhir variabel cooperation memiliki pengaruh secara tidak langsung oleh variabel relationship benefit, communication, similarity, interaction frequency dan conflict melalui mediasi variabel relationship satisfaction dan relationship quality.Hasil penelitian ini menyarankan agar distributor alat diagnostik lebih meningkatkan hubungan relasional melalui pengelolaan konflik dengan efektif sehingga mampu memberikan pengaruh positif untuk meningkatkan kualitas hubungan dengan pelanggan. Yang pada akhirnya akan meningkatkan loyalitas pelanggan dalam bentuk kesediaan merekomendasikan hal positif tentang distributor ke konsumen lain

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This study examines the relationship between relational marketing strategy antecedent that proxy into variables of relationship benefits, selling expertise, communication, similarity, interaction frequency and conflict with the customer loyalty that proxy into variables of individual fortitude , expectation of continuity, word of mouth, and cooperation, through mediator variable relationship satisfaction, trust, and relationship quality. The purpose of this study is to describe and analyze the relationship between antecedent of relationship marketing strategies with relationship satisfaction, trust, and relationship quality, and analyze its relationship with relationship outcomes as forming customer loyalty.

Results of this study identified that relationship outcomes variable of individual fortitude is affected indirectly by seller expertise, similarity, interaction frequency, conflict and directly linked to the mediator variables of trust and relationship quality. Meanwhile expectation of continuity variables indirectly affected by the variables of relationship benefits, seller expertise, communication, similarity, interaction frequency and conflict through relational mediator of relationship satisfaction, trust and relationship quality. Furthermore, word of mouth variable has no direct relationship with the variable seller expertise, similarity, interaction frequency and conflict through relational mediator of trust and relationship quality. And lastly cooperation variables have an indirect effect with variables of relationship benefit, communication, similarity, interaction frequency and conflict through relational mediator of relationship satisfaction and relationship quality.

The results of this study suggest that further enhance the diagnostic equipment distributor relational relationships through effective conflict management so as to provide a positive influence to improve the quality of customer relationships. Which in turn will increase customer loyalty in a positive willingness to recommend distributor to other consumers."

"Penelitian ini membahas alih-kode bahasa Inggris dan bahasa Indonesia pada siaran radio Cosmopolitan FM. Tujuan penelitian ini adalah untuk mendeskripsikan dan menghitung frekuensi bentuk-bentuk alih-kode yang muncul. Data yang diteliti adalah percakapan antar-penyiar dengan total durasi 206 menit. Hasilnya menunjukkan bahwa jumlah alih-kode yang muncul adalah 725, yang terdiri dari alih-kode antarkalimat sebesar 28,41%, alih-kode intrakalimat sebesar 49,65%, dan alih-kode interjeksi sebesar 21,93%. Banyaknya kemunculan alih-kode intrakalimat berkaitan dengan kompetensi penutur yang harus menyesuaikan aturan-aturan sintaksis kedua bahasa.

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This study focuses on English-Indonesian code-switching in Cosmopolitan FM radio broadcasting. The purpose of this study is to describe and to count the frequency of the occurrence of the types of code-switching. The data is obtained from the conversation between broadcasters with total duration of 206 minutes. The study shows that the total occurrence of code-switching is 725 which contain 28,41% of inter-sentential switching, 49,65% of intra-sentential switching, and 21,93% of tag-switching. The most occurrence of intra-sentential switching relates to the competency of the speakers in adjusting the syntactic rules of both languages."

"Penelitian ini ingin menggambarkan proses penerapan Customer Relationship Management (CRM) untuk membentuk loyalitas pelanggan di konsultan jasa BUMN, yaitu PT Energy Management Indonesia (Persero). Pene!itian ini adalah pene!itian knalitatif dengan desain deskriptif analitis. Hasil penelitian menyaran.kan bahwa konsultan hams mampu menghantarkan nilai jasa yang memilild difurensiasi seloras dengan kebutuhan dan keinginan pelanggannya, kemudian digrdirkan dengan saluran komunikasi pribadi yang tepa! akan terbentuk reputasi perusahaon. Reputasi ini yang membuat konsultan banyak diperbinenngkan sahingga dapat membentuk sikap positif, persepsi bail<, sena kepercayaan pada benak pengguna jasa. Pengalaman baik pengguna jasa juga mernbentuk kepuasan pelanggan yang pada akhimya berpotensi meraih kesetiaan pelanggan.

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This research is designed to analyze the process of Customer Relationship Management in forming a customer loyalty in a state-owned consultant company, PT Energy Management Indonesia {Persero). This is a qualitative research with analytic descriptive design. The result of this research conveys that consultant/ hm; to serve the customer in a good manner. than it will be spread by appropriate personal communication chmmels. such as word of with and personal selling. As a result, the reputation grows. It will surely affect positive view, good perception. and trust of the costumers. Trust and fine experiences that gained have a potential tendency to get customer satisfaction, which at the entry would highly possible reach the customer loyalty."

"Penelitian ini membahas mengenai pengaruh dari interaksi yang terjadi antara pelanggan dengan elemen perusahaan yang memberikan personalized services seperti contact personnel, lingkungan fisik, dan lingkungan pelanggan, terhadap kualitas hubungan yang ditandai dengan kepuasan dan kepercayaan, yang nantinya akan berdampak pada loyalitas pelanggan. Penelitian ini dilakukan menggunakan metode survey dengan total responden sebanyak 150 orang yang merupakan pelanggan Starbucks di Jakarta. Jawaban responden dalam kuesioner merupakan refleksi dari persepsi mereka terhadap interaksi yang terjadi ketika melakukan kunjungan/pembelian. Hasilnya adalah secara simultan, semua elemen perusahaan berpengaruh signifikan terhadap kualitas hubungan. Secara parsial, lingkungan fisik berpengaruh paling signifikan terhadap kualitas hubungan, sementara lingkungan pelanggan tidak memiliki pengaruh signifikan. Kepuasan dan kepercayaan, baik secara simultan maupun parsial berpengaruh signifikan terhadap loyalitas pelanggan. Melalui penelitian ini, Public Relations dapat mulai merancang strategi yang tepat sasaran sesuai dengan faktor-faktor kunci dalam rangka meningkatkan loyalitas pelanggannya.

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This study discusses the interaction between customer and company elements that provide personalized services such as contact personnel, physical environment, and the customer environment, and their influence on the relationship quality that is satisfaction and trust, and consequently customer loyalty. This research was conducted using survey method with a total of 150 respondents who are customers of Starbucks in Jakarta. Their answers in the questionnaire are a reflection of their perception of the interactions that occur when purchasing. Simultaneously, all elements of the company have a significant effect on the quality of the relationship. Partially, the physical environment of the most significant influence on the relationship quality, while the customer environment has no significant influence. Satisfaction and trust, either simultaneously or partially have significant effect on customers loyalty. Through this research, Public Relations can begin to design strategies that are effective in accordance with the key factors in order to increase customer loyalty."

"[ABSTRAKRelationship 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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ABSTRAKRelationship 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.]"

"[ABSTRAKRelationship marketing pada industri jasa konstruksi memiliki perbedaan darimainstream yang selama ini berlaku di dunia pemasaran pada umumnya. Di dalamdunia konstruksi, dikenal dengan menggunakan sistem tender sebelum terjadinyakerjasama proyek antara perusahaan kontraktor dan pelanggannya sehingga hal inimenjadi menarik untuk melihat bagaimana posisi relationship marketing di dalamindustri jasa konstruksi yang menggunakan sistem tender dalam mengukur loyalitaspelanggan.Di dalam hipotesis awal diduga variabel kepercayaan, biaya, dan komitmenmempunyai peranan penting didalam memberikan kepuasan pelanggan yang padaakhirnya berimplikasi pada loyalitas pelanggan. Hasil penelitian membuktikanhanya variabel trust yang cukup signifikan dalam membentuk komitmen danloyalitas pelanggan, sedangkan faktor transactioncost tidak cukup signifikan dalammembentuk loyalitas dari pelanggan.Dari hasil yang diperoleh maka penelitian ini memberikan suatu pemahamanbaru didalam dunia jasa konstruksi bahwa meskipun faktor transaction cost selamaini dinilai memiliki peranan yang sangat penting dalam menciptakan loyalitaspelanggan namun ternyata hasilnya menyatakan sebaliknya, bahwa faktortransaction cost dinilai tidak cukup signifikan dalam membentuk loyalitaspelanggan. Dalam penelitian ini menemukan bahwa trust lah yang memiliki perancukup signifikan dalam menciptakan loyalitas pelanggan.

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ABSTRACTRelationship marketing in the construction services industry differs frommainstream applications common to the marketing world in general. In theconstruction industry, known with its use of the tender system prior to thecooperative project between corporate contractor and their customers, makes itinteresting to see how relationship marketing in the construction service industrydeals with the tender system in terms of measuring customer loyalty.In the initial hypothesis, it was expected that trust, cost and commitmentvariables would play a major role in producing customer satisfaction. The resultsof the research proved that trust variables significantly influenced customercommitment and loyalty, while transaction cost does not influence customer loyaltyin significant terms.The findings of the research provides alternative understanding relevant tothe construction service industry that although transaction cost is consideredinfluential in creating customer loyalty, the reverse is true in the constructionindustry and that transaction costs did not significantly produced customer loyalty.The research concludes that trust instead played a significant role in shapingcustomer loyalty.;Relationship marketing in the construction services industry differs frommainstream applications common to the marketing world in general. In theconstruction industry, known with its use of the tender system prior to thecooperative project between corporate contractor and their customers, makes itinteresting to see how relationship marketing in the construction service industrydeals with the tender system in terms of measuring customer loyalty.In the initial hypothesis, it was expected that trust, cost and commitmentvariables would play a major role in producing customer satisfaction. The resultsof the research proved that trust variables significantly influenced customercommitment and loyalty, while transaction cost does not influence customer loyaltyin significant terms.The findings of the research provides alternative understanding relevant tothe construction service industry that although transaction cost is consideredinfluential in creating customer loyalty, the reverse is true in the constructionindustry and that transaction costs did not significantly produced customer loyalty.The research concludes that trust instead played a significant role in shapingcustomer loyalty., Relationship marketing in the construction services industry differs frommainstream applications common to the marketing world in general. In theconstruction industry, known with its use of the tender system prior to thecooperative project between corporate contractor and their customers, makes itinteresting to see how relationship marketing in the construction service industrydeals with the tender system in terms of measuring customer loyalty.In the initial hypothesis, it was expected that trust, cost and commitmentvariables would play a major role in producing customer satisfaction. The resultsof the research proved that trust variables significantly influenced customercommitment and loyalty, while transaction cost does not influence customer loyaltyin significant terms.The findings of the research provides alternative understanding relevant tothe construction service industry that although transaction cost is consideredinfluential in creating customer loyalty, the reverse is true in the constructionindustry and that transaction costs did not significantly produced customer loyalty.The research concludes that trust instead played a significant role in shapingcustomer loyalty.]"