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

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

"Indonesia is a fast growing market for motorcycle industry. This condition interests many top motorcycle companies to invest their bucks in Indonesia. No wonder that the competition in this field sector can?t be denied. It forces a company to think about how they can beat their competitors. The development of technology is not enough, company needs marketing strategic to face this.

Experiential marketing is a marketing strategy that gives customer more than just feature and benefit. Yamaha Mio implements this marketing strategy, so they try to stimulate customer?s senses, touches customer?s feeling, intrigues customer?s creative thinking, fits customer?s lifestyle, and make them proud of it. The bottom line of this strategy is touches customer?s emotion through consumption experience.

Previous research commissioned by MICE in 2006 found that 74% senior brand marketers believe that experiential marketing is the most effective way to encourage word of mouth. This research tries to find the experiential marketing effects to word of mouth from customer?s perspective. When customers feel memorable experience through experiential marketing, they tend to tell about their consumption experience to others or spreading word of mouth.

There are three research questions of this research. First is about how experiential marketing implementation?s rate of Yamaha Mio?s customer. Second is about word of mouth rate of Yamaha Mio?s customer. Third is about how Yamaha Mio?s experiential marketing effects consumer word of mouth.

This research is using quantitative approach. The type of research in this research is explanative research with cross sectional time dimension. In collecting data, researcher uses survey method with the non-probability sampling technique (purposive / judgemental).

This research gives practical implication for Yamaha that experiential marketing of Yamaha Mio ? according to customer perception, has the good value. It showed by the average value of each dimension. Moreover, for the word of mouth, customer also gives the good rate on it. The result indicates that experiential marketing has a significant effect on customer?s word of mouth."

"Profitability is the most important thing in every company. Every company try to increase their profits as maximum as posible. One factor that company used to increase its profit is to make decision about optimum capital structure. Some theory said about correlation between capital structure and profitability. The more profitable the firm, the lower is the amount of leverage expected to be used by the firm. Capital structure is a combination of equity and debt. Some research shows that company which has small ratio of debt in thei capital structure has a big probability to gain high equity return. Thus, debt to equity ratio was used as indicator of capital structure and return on equity was used as measurement for profitability.

This study was made to know influences of capital structure in relation with return on equity as a proxy of profitability. The study was conducted in PT Bank Mega Tbk, period January 2002 until March 2008, using its annual reports as a population, with monthly reports period January 2002 until March 2008 as samples.

The result of statistic test by using alfa 0.05 concludes that capital structure have a significantly small effect to return on equity at PT Bank Mega Tbk period January 2002 ? March 2008. It means that capital structure in PT Bank Mega Tbk period January 2002 ? March 2008 was a small factor in increasing the equity return."

"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."

"Almost every bank in Indonesia now has automatic teller machine (ATM). Banks also obliged its client for having ATM card, despite of whether the ATM card is used. The increasing amounts of ATM consumer depend on the increasing amounts of ATM and the increasing amount of banks affiliated in the ATM network. ATM BERSAMA managed by the PT Artajasa Pembayaran Elektronis has started operating in the early year of 1990. The Number of its ATM is 13.000 units. Now 62 banks has become the member in this chain.Problem that is often occurred in ATM Bersama network like : the client of Bank A makes a cash withdraw in the ATM of Bank B, the money doesn't come out but the client account have been debited, money doesn't come out as according to the desirable amount but client account have been debited. Client of Bank A makes a transfer transaction to the account of bank B, the client?s account have been debited, but the objective account has not been credited.PT. Artajasa Pembayaran Elektronis as the organizer of ATM Bersama in handling of its customer complain i.e. the bank members of ATM Bersama issued a Sistem Prosedur Pengoperasian (SPP) consist of information about the regulation for all members of ATM Bersama and the procedures in how to put a complain as well as the process and the time in solving the complain.The purpose of this research was to analyze the satisfaction of the bank members of ATM Bersama to the management complain executed by PT. Artajasa Pembayaran Elektronis. This research uses a quantitative research method by distributing questioners to 62 bank member of ATM Bersama officers which usualy implements the client complain of ATM Bersama. After the data was collected, writer carry out a data processing by Likert scale where the satisfaction of bank members of ATM Bersama is obtained based on the range of scale.From the result of the research, the writer makes a conclusion that in general the bank members of ATM Bersama feel satisfied with the management complain executed by PT. Artajasa Pembayaran Elektronis. The Writer also suggest that PT. Artajasa Pembayaran Elektronis is paying more attention to the bank members, and arrange more meeting with the bank members."

"Liberalization of telecommunication industry which conducted since 2002 had change market structure in Indonesia. Liberalization telecommunication industry had encouraged presence of more operator, so that inter-operators competition among operators in attracting customers more tight as well. Refer to importance of qualified and quality human resource in the company, PT Infomedia Nusantara provide particular attention in the form of training and development of every existing human resources, especially for division Call Center 147. Appropriate training quality, thus it would be resulted employees who have high quality so that will improve company productivity and may compete in a more progressively tight business field nowadays.

Training quality is very important to increase knowledge and skill of the employees. Every company expects to get perfect training thus it will be resulted employees who have high quality. The objective of this research is knowing how the training was held and what the perception of the employees about the training.

This research implemented in call center 147 division of PT Infomedia Nusantara. The respondent of this research are totally 120 people. Method of research is survey and simple random sampling technique. Quantity of sample responden is 55 people. Data collecting method is using questioner and interview to the respondent. This research use quantitative approach to describe perception of the employees for the service excellent training which is held by PT Infomedia Nusantara Company.

This research had found that the service excellent training was held for two days that contain about knowledge of the company product and how to operate computer system. Service excellent training had good assessment from the employees it means that service excellent training had been done with good standart. Even that the training had good standart but the company must increase the quality of the training to get more excellent sevices. One of step to increase the quality of the training is change the place of training to another place that can reach for all of employees and session of the training can be added become three days."

"ABSTRAKPenelitian ini bertujuan untuk menjawab inkonklusi mengenai eksistensi paradoks pemulihan layanan (service recovery paradox), khususnya pada layanan maskapai penerbangan di Indonesia. Paradoks pemulihan layanan pada penelitian ini akan diukur menggunakan tingkat kepuasan akhir dan intensi pembelian kembali (repurchase intention) dari pelanggan. Sementara itu, dimensi layanan dan tingkat keparahan kegagalan menjadi faktor penentu suatu paradoks. Desain eksperimen yang terbagi menjadi 2 studi dilakukan terhadap 600 partisipan mahasiswa/I, partisipan akan dibagi secara acak kepada masing-masing skenario manipulasi. Pengujian terhadap hipotesis menggunakan analysis of variance dan Tukey test.Hasil dari penelitian ini menunjukan bahwa dimensi layanan (service dimension) mempengaruhi persepsi pelanggan terhadap pemulihan yang diberikan oleh penyedia jasa. Kegagalan pada dimensi proses (process dimension) dari suatu layanan lebih mudah untuk dipulihkan dibandingkan kegagalan pada dimensi hasil (outcome dimension). Selain itu, tingkat keparahan kegagalan layanan (service failure severity) juga menjadi faktor penentu terbentuknya paradoks, kegagalan dengan tingkat keparahan yang tinggi akan memberikan dampak negatif yang tidak mampu diatasi oleh pemulihan superior sekalipun.

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ABSTRACT

This research is primarily aimed to answer the inconclusiveness issue on the service recovery paradox, particularly in Indonesia?s airline services. For that purpose, the service recovery paradox will be measured based on the customer satisfaction and their repurchase intention level. Meanwhile, service dimension and service failure severity act as an impact in shaping the paradox. The experiment comprises of 2 (two) studies with a sample of 600 college students, that was divided randomly into scenarios. The experiment applies 2 (two) methods of data analysis, namely analysis of variance and tukey test.

Based on the final result, it is found that the service dimensions do bring significant influences toward customer perception to the service recovery. During service consumption, failure on the process dimension is believed to be relatively easier to recover than the one occurring on the outcome dimension. In addition, the level of service failure severity also appears to be another significant factor in shaping the paradox, in which a severe failure may bring fatal impacts that no recovery activity can remedy."

"The main purpose of sales promotion is to attracting customer to buy and use the products or sevices. Sales promotion in term of discount coupon often use by the marketers with assumed the impacts can stimulus customers and finally they really buy the product or services. The purpose of this research is to know consumer perception to the activity of sales promotion in term of discount coupon. Jim Blythe at his book Marketing Communications says that sales promotion is Activities designed to give temporary boost to sales, such as money ? off coupons, free samples, two for the price of one promotion, etc.Its purpose is to create a temporary increase in sales by bringing purchasing decisions forward and adding some immediacy to the decisions making process. Dunia Fantasi (unit of Ancol Jakarta Bay City) is the company based on recreation business that use sales promotion in term of discount coupon as one of their marketing strategy. This research use quantitative approach and descriptive type of research was. Collecting data technique conducted by literature and field research by using questioner as an instrument. The population of this research are the visitors of Dunia Fantasi ? Ancol, who knows the discount coupon promotion program, with minimum age 15 years old that is compatible with segment and target market of Dunia Fantasi. The amount of sample is 95 respondent. The data processed by using statistical measuring instrument SPSS 15.00. Responders characteristic were analyzed by frequency distribution, and to see means and mode of data were analyzed by descriptive statistic frequency.

From the result, known that the consumer perception to the activity of sales promotion in term of discount coupon are good and positive. The indication are Mean and mode result of all indicators are in strong enough category of ordinal spread scale.The writer would suggest to Management of Dunia Fantasi to maintain and develop the sales promotion strategy because it is effectively to raise the visitors. Besides that sales promotion should be integrated to the other media of marketing communication, such as advertising, public relation, etc."

"In May 2007, Pertamina started a program as a result of the high price of world crude oil. The new program is called energy conversion year 2007, which converts the consumption of kerosene to LPG of households and small industrie in Jakarta and surroundings. Like any other campaign, the objective of this program is to change the behavior of the target adopters, in this case buying behavior of kerosene to LPG. In order to accelerate the campaign, Pertaminauses some tools to communicate the idea to the target adopters. One of the tools is using Public Service Advertising (PSA) on television. Using television as the communication medium gives some advantages in delivering the social idea, namely combining the function of audio and visual, as well as reaching a wide range of audience at once. By using PSA on television, Pertamina expect thetarget adopter to comprehend the message content the same way they do. Consequently, the attention of this study is to discover the perception of target adopters toward PSA on television. This is a descriptive study with quantitative approach, which uses survey with questionnaires distributed to 100 respondents. The results were statistically analyzed by using frequency tables and mean. Inanalyzing the data, the variables of exposure to PSA is derived intoproduct/message thoughts, source oriented thoughts, and ad execution thoughts. This study concludes that the target adopters already have good perception on the PSA. In the dimension of product/message thoughts, one-sided-message of a PSA is the most attractive of all dimensions that indicates message structuresand contents. For the second dimension, source oriented thoughts, similarity between source and target adopters could increase the level of certainty of the target adopters. Last but not least, using the music that the target adopters fond of could create a positive reaction upon the PSA. According to the results that this study concludes, marketer as well as ads agency should pay more attentionon those indicators to create a good perception on the PSA and Pertamina also have to pay more attention on the quality of the product that is percept by the target adopters to generate a buying behavior."

"Today insurance industry has now developed and get much attention by the public in line with the necessity to protect themselves and their property. As one of good reputation insurance company PT.BNI Life Insurance in expanding its business unit by establish a syariah division, which offering present product that had a place at public?s heart, namely Blife Investlink Syariah a unitlink insurance product. A promotion is one of the most effective strategy to sell company?s products, such as sales representative which presenting company?s product directly to customer while sales volume is measurable. As Rossiter proposed, the promotion were designed to stimulates direct purchase and to encourage the sales to go up rapidly and faster compares to avoid promotion ways. Promotion commingle had been conducted by PT.BNI Life Insurance during period of July 2007 to May 2008 for their product of Blife Invest link Syariah includes printing advertising media, personal selling, sales promotions, publicity, and sponsorship. PT.BNI Life Insurance has spent more cost in taking promotion to its products and demonstrate any influence to sales volume, namely based on linear regression calculation and in-depth interview result has shown that more costly promotion to spent, thus more sales volume to be achieved. Promotion commingle has many influence to towards sales volume improvements. Based on the calculation by using the Pollii and Cook methods, life cycle product?s phase that achieved by Blife Investlink Syariah products are come in"