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"[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.]"

"ABSTRAKTesis ini membahas mengenai rumah sakit yang telah menerapkan standard akreditasi JCI melalui konsep green hospital. Tren bisnis rumah sakit sekarang dengan menerapkan standard akreditasi JCI ke seluruh rumah sakit di Indonesia. Tujuan penelitian ini adalah untuk mengetahui dan menjawab variabel service quality (interaction quality, physical environment quality, dan outcome quality), customer trust, customer value, dan customer loyalty kepada konsumen yang mengetahui rumah sakit yang telah menerapkan standard akreditasi JCI melalui konsep green hospital. Penelitian ini menggunakan descriptive research dengan jumlah responden sebanyak 352, yang mengetahui RS yang berstandard akreditasi JCI sebanyak 211, dimana 209 yang valid, dan 2 yang tidak valid. Variabel interaction quality, physical environment quality, dan outcome quality berpengaruh positif terhadap variabel customer trust. Variabel customer trust berpengaruh positif terhadap customer value. Variabel customer value berpengaruh positif terhadap customer loyalty. Variabel customer trust berpengaruh negatif dan tidak signifikan terhadap variabel customer loyalty. Variabel customer value memediasi pengaruh positif antara hubungan customer trust dengan customer loyalty sebagai full mediating variable. Dari analisis penelitian ini, relationship marketing dapat meningkatkan hubungan antar variabel penelitian ini.

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ABSTRACTThis study explains about hospital that has been applied JCI standard accreditations through green hospital. Hospital business trend nowadays applies JCI standard accreditations entire Indonesia hospital. This study goals to understand and answer variable of service quality (interaction quality, physical environment quality, & outcome quality), customer trust, customer value, and customer loyalty to consumer understanding hospital that has been applied JCI standard accreditations through green hospital. This study uses descriptive research with total amount respondent of 352, which are 211 respondents understand hospital standardized JCI accreditations, that valid is 209, and not valid is 2. Interaction quality, physical environment quality, & outcome quality variables positively influence of customer trust variable. Customer trust variable positively influence of customer value. Customer value variable positively influence of customer loyalty variable. Customer trust variable negatively and not significant influence of customer loyalty. Customer value positively influence mediate effect of relationship customer trust with customer loyalty as full mediating variable. This analysis study, relationship marketing can increase relation between this variables study."

"ABSTRAKTesis ini membahas mengenai rumah sakit yang telah menerapkan standard akreditasi JCI melalui konsep green hospital. Tren bisnis rumah sakit sekarang dengan menerapkan standard akreditasi JCI ke seluruh rumah sakit di Indonesia. Tujuan penelitian ini adalah untuk mengetahui dan menjawab variabel service quality interaction quality, physical environment quality, dan outcome quality , customer trust, customer value, dan customer loyalty kepada konsumen yang mengetahui rumah sakit yang telah menerapkan standard akreditasi JCI melalui konsep green hospital. Penelitian ini menggunakan descriptive research dengan jumlah responden sebanyak 352, yang mengetahui RS yang berstandard akreditasi JCI sebanyak 211, dimana 209 yang valid, dan 2 yang tidak valid. Variabel interaction quality, physical environment quality, dan outcome quality berpengaruh positif terhadap variabel customer trust. Variabel customer trust berpengaruh positif terhadap customer value. Variabel customer value berpengaruh positif terhadap customer loyalty. Variabel customer trust berpengaruh negatif dan tidak signifikan terhadap variabel customer loyalty. Variabel customer value memediasi pengaruh positif antara hubungan customer trust dengan customer loyalty sebagai full mediating variable. Dari analisis penelitian ini, relationship marketing dapat meningkatkan hubungan antar variabel penelitian ini.

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ABSTRACTThis study explains about hospital that has been applied JCI standard accreditations through green hospital. Hospital business trend nowadays applies JCI standard accreditations entire Indonesia hospital. This study goals to understand and answer variable of service quality interaction quality, physical environment quality, outcome quality , customer trust, customer value, and customer loyalty to consumer understanding hospital that has been applied JCI standard accreditations through green hospital. This study uses descriptive research with total amount respondent of 352, which are 211 respondents understand hospital standardized JCI accreditations, that valid is 209, and not valid is 2. Interaction quality, physical environment quality, outcome quality variables positively influence of customer trust variable. Customer trust variable positively influence of customer value. Customer value variable positively influence of customer loyalty variable. Customer trust variable negatively and not significant influence of customer loyalty. Customer value positively influence mediate effect of relationship customer trust with customer loyalty as full mediating variable. This analysis study, relationship marketing can increase relation between this variables study."

"Dunia usaha retail di Indonesia telah mengalami perkembangan pesat setelah globalisasimenjangkau scluruh daerah. Matahari Deparunent Store mcnlpakan Salah sam pemsahaan retailyang mampu bertahan selama 43 tahun dan berkembang mcnjadi perusahaan retail terkcmuka diIndonesia. Skala usaha Matahari semakin besar seiring dengan perkembangan zaman. sedangkanpersaingan Iokal dan intemasional semakin kompetitifi Pihak manajcmen Nlatahari selaiuberupaya mengantisipasi. memperbaiki dan menambah semua fasilitas yang dapat menunjangperformance pcmsahaan secara kcscluruhan Sclain fasilitas fisik yang dapal dengan mudahdilihat dan dirasakan, Marahari selalu mempcrhankan dan me-nekankan pentingnya kualiraspelayanan pelangganPeneiitian ini bertujuan unruk me|1gidenti5I