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"Skripsi ini mempelajari tentang pengaruh variabel yang tidak berwujud yang mempengaruhi persepsi kualitas konsumen dan intensi pembelian kembali. Menemukan bahwa citra toko, product signatureness, dan variasi kualitas terhadap intensi pembelian kembali. Tiga hal tersebut mempengaruhi intensi pembelian kembali yang merupakan bagian yang dimediasi oleh persepsi kualitas. Tujuan penelitian ini adalah untuk menganalisis dan menjelaskan pengaruh citra toko, product signatureness, dan variasi kualitas terhadap intensi pembelian kembali, menganalisis dan menjelaskan pengaruh persepsi kualitas konsumen terhadap intensi pembelian kembali. Jenis penelitian yang digunakan dalam penelitian ini adalah penelitian kuantitatif. Metode pengambilan data dilakukan dengan metode survey melalui kuesioner. Populasi dan sampel dalam penelitian ini adalah konsumen ?Minimarket X? Jakarta dengan jumlah sampel 115 orang dan teknik pengambilan sampel dengan conventional dan judgemental sampling. Software yang digunakan adalah Statistical Process Social Science (SPSS) dan Lisrel. Hasil penelitian menunjukkan bahwa 1) citra toko dan variasi kualitas memiliki pengaruh positif dan signifikan terhadap persepsi kualitas, 2) citra toko memiliki pengaruh positif dan signifikan terhadap intensi pembelian kembali, 3) persepsi kualitas berpengaruh positif dan signifikan terhadap intensi pembelian kembali.

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This study examines the effect of intangible extrinsic cues on consumer quality perception and repurchase intention Find that store image product signatureness and quality variation toward repurchase intention reduces both outcomes All efects of the three extrinsic cues on purchase intention are partially mediated by quality perception The purpose of this study is to analyze and explain the effect of store image product signatureness and quality variation to the repurchase intention analyze and explain the influence of perceived quality of consumers repurchase intention Types of research used in this research is quantitative research Method of data collection is done through a questionnaire survey method Population and sample in this study is that consumers Minimarket X Jakarta with a sample of 115 people and with conventional sampling techniques and judgmental sampling Software used is Statistical Process Social Science SPSS and Lisrel The results showed that 1 the store image and quality variation have a positive and significant impact on the quality perception 2 the store image has a positive and significant impact on repurchase intentions 3 quality perception has a possitive and significant impact on repurchase intention."

"Skripsi ini meneliti pengaruh event quality terhadap satisfaction dan behavioral intention pada studi kasus Jazz Goes To Campus Festival yang merupakan acara festival jazz tertua di Indonesia. Responden dalam penelitian ini adalah pengunjung acara The 37th Jazz Goes To Campus yang diadakan pada tahun 2014 yang merupakan tahun terakhir festival tersebut diadakan saat penelitian ini dilakukan yang mayoritas berdomisili di wilayah Jakarta, Bogor, Depok, Tangerang, dan Bekasi. Metode yang digunakan untuk mengolah data dalam penelitian ini adalah regresi linear sederhana dan regresi linear berganda dengan software SPSS 22.Hasil penelitian menunjukkan bahwa event quality signifikan mempengaruhi satisfaction dan behavioral intention serta satisfaction memediasi secara penuh hubungan antara event quality dan behavioral intention.

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This research analyses the effect of event quality on satisfaction and behavioral intention on the case of Jazz Goes To Campus Festival, which is the oldest jazz festival in Indonesia. Respondents of this research are those who visited The 37th Jazz Goes To Campus Festival which was held in 2014 in which it is the latest annual event held while this research is being conducted. The respondents who participate in this research reside in Jakarta, Bogor, Depok, Tangerang, and Bekasi area. This research uses simple and multiple linear regression with SPSS 22 software to process the data.

The result of this research shows that event quality significantly affects satisfaction and behavioral intention, and satisfaction fully mediates the relation of event quality and behavioral intention."

"[ABSTRAKPenelitian ini bertujuan untuk menganalisis pengaruh kualitas produk, citra perusahaan, dan nilai konsumen terhadap loyalitas konsumen dalam penerapan strategi green marketing. Penelitian ini mengambil studi kasus produk kosmetik The Body Shop. Data diambil dari 200 responden yang pernah menggunakan paling tidak 1 jenis produk The Body Shop. Analisis data menggunakan dengan metoda analisis structural equation model melalui perangkat lunak Lisrel. Penelitian ini terdiri dari 8 hipotesis Hasil penelitian menunjukkan bahwa nilai emosional, nilai sosial, dan nilai harga memiliki pengaruh positif dan signifikan terhadap kepuasan konsumen. Sedangkan kualitas produk dan citra perusahaan tidak memiliki pengaruh signifikan terhadap kepuasan konsumen. Kualitas produk dan citra perusahaan juga memiliki pengaruh signifikan terhadap loyalitas konsumen. Implikasi manajerial diberikan untuk meningkatkan performa perusahaan.

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ABSTRACTThis study aims to analyze the influence product quality, corporate image, consumer loyalty and consumer value in the implementation of green marketing strategy. This research is a case study of The Body Shop. Data were taken from 200 respondents who had used at least one type of product of The Body Shop. Regression data analysis with structural equation model (SEM) analysis method using the software Lisrel. This study consists of 8 hypothetical results showed that the emotional value, social value, and price value has a positive and significant influence on consumer satisfaction. While product quality and corporate image does not have a significant influence on consumer satisfaction. Product quality and corporate image also has a significant influence on consumer loyalty. Managerial implications are given to improve the performance of the company.;This study aims to analyze the influence product quality, corporate image, consumer loyalty and consumer value in the implementation of green marketing strategy. This research is a case study of The Body Shop. Data were taken from 200 respondents who had used at least one type of product of The Body Shop. Regression data analysis with structural equation model (SEM) analysis method using the software Lisrel. This study consists of 8 hypothetical results showed that the emotional value, social value, and price value has a positive and significant influence on consumer satisfaction. While product quality and corporate image does not have a significant influence on consumer satisfaction. Product quality and corporate image also has a significant influence on consumer loyalty. Managerial implications are given to improve the performance of the company., This study aims to analyze the influence product quality, corporate image, consumer loyalty and consumer value in the implementation of green marketing strategy. This research is a case study of The Body Shop. Data were taken from 200 respondents who had used at least one type of product of The Body Shop. Regression data analysis with structural equation model (SEM) analysis method using the software Lisrel. This study consists of 8 hypothetical results showed that the emotional value, social value, and price value has a positive and significant influence on consumer satisfaction. While product quality and corporate image does not have a significant influence on consumer satisfaction. Product quality and corporate image also has a significant influence on consumer loyalty. Managerial implications are given to improve the performance of the company.]"

"Penelitian ini bertujuan untuk menguji pengaruh keterlibatan pelanggan terhadap loyalitas merek pada kedai kopi lokal di Bandung. Bertambahnya jumlah kedai kopi lokal di Bandung menandakan meningkatnya persaingan di industri kopi, sehingga pengelola harus membuat strategi untuk meningkatkan loyalitas pelanggan yang menjadi kunci keberlangsungan usahanya. Penelitian ini dilakukan terhadap 214 responden yang diperoleh melalui metode random sampling dengan menggunakan metode analisis data Structural Equation Modeling. Hasilnya, ditemukan bahwa tingkat keterlibatan dan kepuasan konsumen terhadap merek berpengaruh positif terhadap loyalitas merek.

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This study aims to examine the effect of customer involvement on brand loyalty at a local coffee shop in Bandung. The increase in the number of local coffee shops in Bandung indicates increasing competition in the coffee industry, so managers must make strategies to increase customer loyalty which is the key to the continuity of their business. This research was conducted on 214 respondents who were obtained through random sampling method using data analysis method Structural Equation Modeling. The result, it was found that the level of consumer involvement and satisfaction with brands has a positive effect on brand loyalty."

"Tujuan penelitian ini untuk mengetahui apakah ada pengaruh dan citra merek kualitas produk dan harga terhadap keputusan pembelian Eiger di wilayah Jabodetabek. Teknik yang digunakan adalah purposive sampling. Data penelitian diambil berdasarkan kuesioner yang diisi oleh 135 responden dengan menggunakan analisis regresi linier berganda. Hasil penelitian ini menunjukkan bahwa citra merek berpengaruh signifikan terhadap keputusan pembelian karena apabila merek dengan citra yang baik akan memberikan jaminan kualitas sehingga meskipun harga yang ditetapkan oleh perusahaan tinggi, tidak menjadi suatu penghalang bagi konsumen dalam keputusan pembelian. Kualitas produk berpengaruh signifikan terhadap keputusan pembelian karena kualitas yang baik dapat mengakibatkan peningkatan penjualan dan peningkatan citra perusahaan di mata masyarakat. Harga berpengaruh signifikan terhadap keputusan pembelian karena harga dapat menunjukkan kualitas merek dari suatu kualitas produk. Dan perusahaan diharapkan tetap menjaga kcitra merek, kualitas produk, dan harga dengan baik agar sesuai dengan kebutuhan dan keinginan yang diharapkan konsumen.

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The purpose of this study to determine whether there is influence and brand image of product quality and price to purchase decision of Eiger in Jabodetabek region. The technique used is purposive sampling. The research data was taken based on questionnaires filled by 135 respondents by using multiple linear regression analysis. The results of this study indicate that brand image has a significant effect on purchasing decisions because if a brand with a good image will provide quality assurance so that even if the price set by the company is high, it does not become a barrier for consumers in purchasing decisions.

Product quality significantly influences purchasing decision because good quality can lead to increase sales and improvement of corporate image in the eyes of society. Price has a significant effect on purchasing decision because the price can show the quality of the brand from a product quality. And the company is expected to keep the brand image, product quality, and price well to fit the needs and desires that consumers expect."

"ABSTRAKSwitching intention merupakan factor yang menyebabkan konsumen dapat kehilangan loyalitasnya terhadap suatu produk atau jasa. Dalam tesis ini dilakukan penelitian mengenai factor-faktor apa sajakah yang dapat mempengaruhi switching intention pada produk Microsoft Windows ke Apple Mac OS. Tujuan penelitian ini adalah mengetahui pengaruh customer satisfaction yang dipengaruhi oleh product quality dan perceived price dan switching barriers yang dipengaruhi oleh switching cost dan customer lock-in terhadap switching intention, juga pengaruh moderasi switching barriers terhadap hubungan customer satisfaction dan switching intention Microsoft Windows ke Apple Mac OS. Hasil penelitian tesis ini menunjukkan bahwa customer satisfaction dan switching barriers dapat mempengaruhi switching intention dan juga switching barriers dapat memoderasi hubungan antara customer satisfaction dan switching intention. Sehingga para marketers disarankan menggunakan strategi customer satisfaction dan switching barriers untuk mencegah terjadinya switching intention pada konsumennya.

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ABSTRACTSwitching intention is one factor that cause a costumer leaves a product or services. This thesis apply a research about what factors that effect switching intention Microsoft windows to Apple Mac Os. The goal of this research is to examine the effect of customer satisfaction effected by product quality and perceived price and switching barriers effected by switching cost and customer lock in to switching intention, also the effect of switching barriers moderate the relationship between customer satisfaction and switching intention Microsoft Windows to Apple Mac Os. The result of this thesis concludes that customer satisfaction and switching barriers have significant effect to switching intention, also switching barriers can moderate relationship between customer satisfaction and switching intention. Therefore marketers are advised to use the customer satisfaction and switching barriers strategy to avoid switching intention in their customers. "

"Penelitian ini menguji pengaruh kualitas layanan elektronik terhadap minat beli kembali konsumen melalui kepuasan konsumen pada e-commerce Zalora Indonesia. Variabel yang akan diuji pada penelitian ini adalah variabel e-service quality, variabel repurchase intention dan variabel customer satisfaction. Penelitian ini menggunakan pendekatan kuantitatif dimana data penelitian ini dikumpulkan melalui survei dengan menyebarkan kuesioner kepada 100 orang responden yang merupakan Pria ataupun Wanita berusia 18 tahun keatas yang berdomisili di Jabodetabek dan minimal pernah membeli produk melalui Zalora Indonesia sebanyak satu kali. Teknik analisis yang digunakan dalam penelitian ini adalah regresi linear, regresi berganda, uji analisis jalur dan uji sobel. Hasil dari penelitian ini menunjukan bahwa customer satisfaction berhasil memediasi e-service quality untuk meningkatkan customer repurchase intention pada Zalora Indonesia.

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This study examines the effect of e-service quality toward customer repurchase intention through customer satisfaction on e-commerce Zalora Indonesia. The variable that used in this research is e-service quality, repurchase intention and customer satisfaction. This research uses quantitative approach and the data collected through survey by distributing questionnaires to 100 respondents who are man or woman age above 18 years old, lived in Jabodetabek area and have bought a product from Zalora Indonesia at least once. The analysis technique used in this research is linear regression, multiple regression, path analysis, and sobel test. The result shows that customer satisfaction did mediated e-service quality to increase customer repurchase intention."

"Obat merupakan salah satu komoditas yang peredarannya diatur sangat ketat di Indonesia. Pengendalian menyeluruh sangat esensial selama proses pembuatan obat untuk menjamin bahwa obat yang dihasilkan memiliki mutu yang tinggi. Pengkajian Mutu Produk (PMP) atau Product Quality Review (PQR) adalah salah satu cara dalam mengevaluasi mutu produk obat. Indeks kapabilitas proses dan indeks kinerja proses merupakan ringkasan numerik yang sering digunakan dalam laporan PQR karena nilai indeks dapat menyimpulkan informasi yang kompleks mengenai suatu proses menjadi sebuah angka dan dapat menilai efek dari perubahan suatu proses. Cp, Cpk, Pp, dan Ppk merupakan parameter atau nilai indeks yang digunakan untuk mengetahui kualitas dari proses yang dihasilkan. Praktek Kerja Profesi Apoteker (PKPA) dilakukan dengan tujuan agar seorang apoteker dapat memahami secara langsung mengenai manajemen mutu obat di Industri Farmasi. Tugas khusus yang diberikan pada saat PKPA di departemen Quality Assurance PT. Novell Pharmaceutical Laboratories adalah “Indeks Kapabilitas dan Kinerja Proses sebagai Paramater pada Product Quality Review (PQR)”. Berdasarkan studi literatur, terdapat beberapa perbedaan antara indeks kapabilitas proses (Cpk dan Cp) dan indeks kinerja proses (Ppk dan Pp). Dalam menentukan nilai indeks yang akan digunakan dalam PQR, situasi yang digunakan harus ditentukan terlebih dahulu. Situasi yang tidak stabil menyebabkan variabilitas kelompok atau nilai rata-rata antara subkelompok bergeser.

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Drugs are one of the commodities, which are very tightly regulated in Indonesia. The management during drug manufacturing process is essential to ensure that the drug has high quality. Product Quality Review (PQR) is one of the method to evaluate drug quality. Process capability index and process performance index are numerical summaries that are often used in PQR reports as index values ​​can summarize complex information regarding process into a number and also can evaluate the effect of changing process. Pharmacist professional work practice is conducted for the pharmacist to understand the management of drug quality in the pharmaceutical industry. The special task that was given during Pharmacist professional work practice in the Quality Assurance department of PT. Novell Pharmaceutical Laboratories was “Process Capability and Performance Index as Parameters in Product Quality Review (PQR)”. Based on the literature study, there are several differences between the process capability index (Cpk and Cp) and the process performance index (Ppk and Pp). The situation that is used must be determined first before select the index that will be used for the PQR reports. Unstable siatuation can cause group variability or mean values between subgroups change over."

"Label kualitas merupakan salah satu atribut produk yang dianggap penting dalam proses keputusan pembelian. Meski demikian, studi mengenai peran label kualitas masih jarang dilakukan dan beberapa temuan menghasilkan temuan yang kontradiktif. Untuk mengisi kesenjangan yang ada dalam literatur, penelitian ini bermaksud untuk mengkaji pengaruh label kualitas terhadap sikap konsumen (kualitas produk dan niat membeli) dalam mengambil keputusan pembelian produk, tergantung pada brand familiarity dan keterlibatan produk. Penelitian ini dilakukan dengan 2 studi eksperimen. Desain eksperimen studi 1 yaitu 2 (label kualitas: ada vs tanpa label) x 2 (Brand familliarity : familiar vs unfamiliar) dengan eksperimen between- and within-subject. Partisipan studi 1 diperoleh sebanyak 155 mahasiswa S1 Universitas Indonesia. Sedangkan, desain eksperimen studi 2 yaitu 2 (label kualitas: ada vs tanpa label) x 2 (keterlibatan produk : tinggi vs rendah) dengan eksperimen between- and within-subject. Partisipan studi 2 diperoleh sebanyak 266 mahasiswa S1 Universitas Jendral Soedirman. Hasilnya menunjukan bahwa pengaruh label kualitas terhadap persepsi kualitas produk dan niat membeli produk tergantung pada brand familiarity. Hal yang sama, pengaruh label kualitas terhadap persepsi kualitas produk dan niat membeli produk tergantung pada keterlibatan produk.

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Quality label is one of the attributes of the products that are considered important in the purchase decision process. However, studies on the role of the quality label is rarely conducted and some of the findings resulted in contradictive findings. To fill the existing gap in the literature, this study intends to examine the effect of quality label on consumer attitudes (product quality and purchase intention) in making purchasing decisions of products, depends on brand familiarity and product involvement.

This research was conducted with two experimental studies. Experimental design of study 1 was 2 (quality label : present vs not present) x 2 (brand familiarity: familiar vs unfamiliar) with a between- and within-subject experiments. Participants of study 1 was obtained as many as 155 bachelor students from University of Indonesia. Meanwhile, experimental design of study 2 was 2 (quality label : present vs not present) x 2 (product involvement: high vs low) with a between- and within subject experiments. Participants of study 2 was obtained as many as 266 bachelor students from Jenderal Soedirman University.

The result shows that the effect of quality label on perceived product quality and intention to buy the product depends on brand familiarity. Similarly, the effect of quality label on perceived product quality and intention to buy the product depends on product involvement."

"Skripsi ini membahas pengaruh kualitas pelayanan, kepuasan konsumen, dan experiential marketing terhadap word of mouth. Penelitian ini adalah penelitian kuantitatif yang menggunakan kuesioner untuk mengukur penilaian konsumen terhadap Taman Pengembangan Anak Makara Fakultas Psikologi Universitas Indonesia. Setelah dilakukan uji regresi berganda, diketahui bahwa kualitas pelayanan, kepuasan konsumen, dan experiential marketing memiliki pengaruh yang signifikan terhadap intensitas word of mouth. Tidak ada perbedaan intensitas word of mouth pada pria dengan wanita. Organisasi yang ingin memaksimalkan promosi melalui word of mouth sebaiknya memfokuskan bukan pada word of mouth itu sendiri melainkan pada faktor-faktor yang menjadi penyebab munculnya word of mouth melalui strategi bauran pemasaran yang efektif.

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The focus of this study to discuss influence of service quality, customer satisfaction, and experiential marketing toward word of mouth. This quantitative research used questionnaires as a mean to collect data from customer of a Taman Pengembangan Anak Makara of Faculty of Psychology at University of Indonesia. From the multiple regression test, we found that service quality, customer satisfaction, and experiential marketing have a significant effect on word of mouth communication. There was no difference in the intensity of word of mouth in men with women. Organization who tries to maximize word of mouth promotion should focus on factors that effect the word of mouth through effectively marketing mix strategy."