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"ABSTRAK Penelitian ini bertujuan untuk menyelidiki keterkaitan antara kualitas pelayanan (Service Quality), kepuasan pelanggan (Customer Satisfaction), loyalitas sikap (Attitudinal Loyalty), dan intensi perilaku konsumen di masa depan terkait dengan partisipasi (Behavioral Future Intentions of Participation) mereka di sebuah pusat kebugaran di Depok, Jawa Barat. Penelitian ini dilakukan dengan menggunakan sampel dari anggota aktif pusat kebugaran tersebut, dengan total 262 responden. Setelah menjalani penelitian dengan menggunakan metode Structural Equation Modeling (SEM), yaitu verifikasi model pengukuran dan model struktural, serta uji kecocokan model (Goodness of Fit Test) penelitian ini menemukan hasil sebagai berikut: 1) bahwa kualitas pelayanan memang memberikan pengaruh langsung yang signifikan terhadap kepuasan anggota pusat kebugaran, 2) kepuasan pelanggan secara keseluruhan langsung mempengaruhi semua dimensi dalam loyalitas sikap loyalitas afektif, normatif, dan loyalitas investasi, 3) kepuasan pelanggan memiliki pengaruh langsung terhadap intensi perilaku masa depan, 4) dan meskipun loyalitas afektif langsung mempengaruhi niat masa depan perilaku, kesetiaan normatif dan investasi sebaliknya tidak memiliki pengaruh langsung terhadap masa depan perilaku anggota ini niat untuk berpartisipasi di pusat kebugaran.

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ABSTRACT This study seeks to investigate the interrelationship among service quality, customer satisfaction, attitudinal loyalty, and behavioral future intentions for participation in a fitness center in Depok, West Java using the Structural Equation Modeling (SEM). The study is done using sample of active members of the fitness center, totaling in 262 respondents in number. After undergoing SEM-related procedures, namely the verification of measurement and structural model and also goodness of fit testing, this study finds the following results: 1) that service quality indeed exerts a direct significant influence on member’s satisfaction, 2) overall customer satisfaction directly influences affective, normative, and investment loyalty, 3) customer satisfaction has a direct influence on behavioral future intentions, 4) and although affective loyalty directly influences behavioral future intentions, normative and investment loyalty in contrary do not have a direct influence on member’s behavioral future intentions for participation in the fitness center."

"Tantangan untuk memperoleh kepuasan dan loyalitas pelanggan semakin besar di persaingan yang semakin kompetitif saat ini. Terutama pada sektor perbankan yang menawarkan produk yang relatif sama seperti sektor perbankan. Studi sebelumnya telah membuktikan bahwa inovasi layanan merupakan kebutuhan yang tidak dapat dihindari untuk kelangsungan hidup perusahaan dan sangat penting untuk mempengaruhi kepuasan dan loyalitas pelanggan dalam industri perbankan. Di sisi lain, model konseptual yang matang mengenai faktor yang mepengaruhi kepuasan dan loyalitas pelanggan sudah lebih dulu ditemukan dengan mempertimbangkan service quality sebagai antecedent. Penelitian ini bertujuan untuk mengembangkan dan memvalidasi model konseptual baru dari kepuasan dan loyalitas pelanggan di industri perbankan Indonesia dengan inovasi layanan dan konsep kualitas layanan sebagai anteseden, dengan juga dimensi kualitas layanan yang digunakan. Untuk memvalidasi model konseptual yang diusulkan, survei online dilakukan dan data dari 274 pelanggan bank ritel sampel di Indonesia digunakan. Analisis data menggunakan Structural Equation Modeling (SEM). Hasil SEM menunjukkan bahwa inovasi layanan berpengaruh positif terhadap kualitas layanan, kepuasan, dan loyalitas pelanggan, sedangkan service quality berpengaruh positif pada kepuasan pelanggan, namun tidak berpengaruh terhadap loyalitas pelanggan. Kemudian, kepuasan pelanggan berpengaruh positif terhadap loyalitas pelanggan. Studi ini memperkaya studi yang ada yang berfokus pada kepuasan dan loyalitas pelanggan dalam perbankan terutama dalam konteks negara berkembang.

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Customer satisfaction and loyalty are more challenging to obtain in today increasingly competitive market including banking sector which offered relatively similar product. Earlier study has proven that service innovation is an inevitable necessity for firm's survival and is critical to influence the customer satisfaction and loyalty in banking industry. On the other hand, a well-developed conceptual model of satisfaction and loyalty in service industry has been established, considering service quality as the antecedent. This study is aimed to develop and validate a new conceptual model of customer satisfaction and loyalty in Indonesia banking industry with service innovation and service quality concept as the antecedent, with also employed service quality dimensions. In order to validate the proposed conceptual model, online survey was conducted and data from 274 sampled customers of retail bank in Indonesia was used. The data analysis employed Structural Equation Modeling (SEM). SEM results show that service innovation has positive effect to service quality, customer satisfaction and loyalty while service quality has positive impact on customer satisfaction, and customer satisfaction has positive impact on customer loyalty. However, the effect of service quality to customer loyalty was not supported. This study enriches existing study which focus on customer satisfaction and loyalty in banking especially in emerging country context. Moreover, this study provides additional knowledge with incorporating service innovation and service quality as antecedent of customer satisfaction and loyalty in banking industry."

"ABSTRAKSkripsi ini meneliti pengaruh dari restaurant atmospherics terhadap customer satisfaction dan behavioral intentions. Responden penelitian ini adalah masyarakat yang pernah mengunjungi restoran H Gourmet & Vibes.Metode yang digunakan untuk mengolah data penelitian ini adalah regresi sederhana dan regresi ganda.Hasil penelitian ini membuktikan secara signifikan bahwa dimensi restaurant atmospherics yaitu spatial layout, employee factors dan view from the window memiliki pengaruh positif terhadap dining satisfaction dan seluruh dimensi restaurant atmospherics berpengaruh positif terhadap behavioral intentions.

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ABSTRACT

This research examines the influences of restaurant atmospherics on customer satisfaction and behavioral intentions. Respondents of this research come from the ones who have visited H Gourmet & Vibes.

Methodologies used for data processing are the simple linear regression and multiple regressions.

The obtained result shows that restaurant atmospherics dimensions of spatial layout, employee factors, and view from the window is positively influence the customer satisfaction and all of the restaurant atmospherics dimensions positively influence the behavioral intentions, and lastly customer satisfaction positively influence the behavioral intentions."

"[ABSTRAKTingkat persaingan perbankan di Indonesia dalam meningkatkan service deliveryterlihat sangat ketat, setiap bank berupaya untuk menjadi nomor satu dalammemberikan layanan prima (service excellence) kepada nasabahnya. Disisi lainsaat ini nasabah semakin canggih (sophisticated) dan sangat menuntut(demanding), sehingga mereka tidak hanya mencari harga yang kompetitif danlayanan yang baik saja, namun mereka menginginkan experience yangmengesankan ketika berinteraksi dengan produk maupun layanan yang diberikan.Hal ini menyebabkan bank harus berpikir ulang mengenai dirinya agar dapatberkompetisi secara efektif dan mendiferensiasi dirinya di pasar denganmengetahui bagaimana nasabah mereka mengalami layanan yang mereka berikan.Disamping itu bank harus dapat memahami faktor-faktor yang mempengaruhicustomer experience dalam ber-bank (bank customer experience), komitmen sertaloyalitas mereka terhadap bank yang digunakan. Penelitian ini merujuk padakonseptual model customer experience dibangun oleh Vehoef et al (2009), modelini terdiri dari beberapa elemen yang membentuk customer experience, yaitusocial environment, service interface, atmosphere, price, brand, electronicchannel dan past experience. Penelitian dilakukan terhadap nasabah empat bankbesar di Jabodetabek dimana dalam 1 bulan terakhir melakukan interaksi/transaksiperbankan baik melalui walk-in channel atau e-channel, dari hasil penelitian inididapat bahwa faktor service quality menjadi faktor yang berkorelasi paling kuat,baik terhadap customer experience satisfaction maupun customer emotionsatisfaction, namun demikian tidak hanya service quality saja yang berkorelasiterhadap customer experience, terdapat faktor-faktor lain yang juga berkorelasiyaitu brand, bank atmosphere, environment influence dan e-channel serta pastexperience. Penelitian ini memberikan hasil bahwa customer experience memilikipengaruh kepada customer experience satisfaction demikian halnya dengancustomer emotion satisfaction. Dalam kaitannya dengan customer loyalty,keduanya memiliki pengaruh yang tidak jauh berbeda, hal ini menunjukkan bahwacustomer emotion satisfaction juga menjadi hal yang penting untuk diperhatikandalam menciptakan customer loyalty.

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ABSTRACTBanking competition in improving service delivery in Indonesia looks very tight,each bank strives to be number one in providing excellent service (serviceexcellence) to its customers. On the other hand, currently customers become moresophisticated and demanding, so they are not just looking for the competitiveprice and good service, but they want a memorable experience when interactingwith the product or services provided. This led the bank to think again aboutthemselves in order to compete effectively and differentiate themselves in themarketplace by knowing how their customers experience to the service that theyprovide. In addition, the bank must be able to understand the factors that affect thecustomer experience when interacting with the bank (the bank customerexperience), their commitment and loyalty to the bank.This study refers to the conceptual model of customer experience from Vehoef etal (2009), the model is composed of several elements of the customer experience,the social environment, service interface, atmosphere, price, brand, electronicchannel and past experience. Research conducted on the four major bankcustomers in Greater Jakarta, where in the last one month interaction / transactionwith the bank either through walk-in channels or e-channel, the results of thisstudy found that the factor of service quality is the most strongly correlated toboth the customer experience satisfaction and customer emotion satisfaction,however, not only the service quality are correlated to the customer experience,there are other factors that also correlate i.e. the brand, the bank atmosphere,environment influence and e-channel as well as past experience. This studyprovides results that the customer experience has impact on customer experiencesatisfaction and customer emotion satisfaction. In terms of customer loyalty, bothcustomer experience satisfaction and customer emotion satisfaction have theeffect is not much different, it indicates that customer satisfaction emotion also beimportant to consider in creating customer loyalty., Banking competition in improving service delivery in Indonesia looks very tight,each bank strives to be number one in providing excellent service (serviceexcellence) to its customers. On the other hand, currently customers become moresophisticated and demanding, so they are not just looking for the competitiveprice and good service, but they want a memorable experience when interactingwith the product or services provided. This led the bank to think again aboutthemselves in order to compete effectively and differentiate themselves in themarketplace by knowing how their customers experience to the service that theyprovide. In addition, the bank must be able to understand the factors that affect thecustomer experience when interacting with the bank (the bank customerexperience), their commitment and loyalty to the bank.This study refers to the conceptual model of customer experience from Vehoef etal (2009), the model is composed of several elements of the customer experience,the social environment, service interface, atmosphere, price, brand, electronicchannel and past experience. Research conducted on the four major bankcustomers in Greater Jakarta, where in the last one month interaction / transactionwith the bank either through walk-in channels or e-channel, the results of thisstudy found that the factor of service quality is the most strongly correlated toboth the customer experience satisfaction and customer emotion satisfaction,however, not only the service quality are correlated to the customer experience,there are other factors that also correlate i.e. the brand, the bank atmosphere,environment influence and e-channel as well as past experience. This studyprovides results that the customer experience has impact on customer experiencesatisfaction and customer emotion satisfaction. In terms of customer loyalty, bothcustomer experience satisfaction and customer emotion satisfaction have theeffect is not much different, it indicates that customer satisfaction emotion also beimportant to consider in creating customer loyalty.]"

"Penelitian ini bertujuan untuk menganalisis pengaruh nilai utilitarian, dan nilai hedonik terhadap kepuasan konsumen dan behavioral intetions pada industri fastcasual restaurant, dan merupakan studi kasus pada konsumen restoran Social House. Data yang digunakan untuk penelitian ini adalah data primer dari 160 pelanggan restoran Social House, yang sudah pernah makan di Social House sejak bulan Januari hingga April 2012. Hasil analisis penelitian dengan menggunakan SEM, menunjukkan bahwa ternyata nilai utilitarian berpengaruh secara positif dan signifikan terhadap kepuasan konsuen, dan begitu juga nilai hedonik, dimana dari enam faktor motivasi belanja hedonik terdapat tiga faktor motivasi yang berpengaruh terhadap kepuasan konsumen, ketiga faktor tersebut adalah, adventure shopping, value shopping dan role shopping. Dari ketiga faktor motivasi tersebut faktor motivasi role shopping memiliki pengaruh kepada behavioral intetions. Dari hasil penelitian juga didapatkan bahwa kepuasan konsumen memiliki pengaruh positif yang kuat terhadap behavioral intetions. Hal ini berarti semakin puas konsumen maka konsumen akan semakin sering untuk makan di Social House, datang kembali ke Social House, dan menyebarkan informasi positif tentang Social House.

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This study aims to investigate the effect of utility value, and hedonic value on customer satisfaction and behavioral intetions, in the fast-casual restaurant industry, and this researh is case study of consumer at Social House restaurant. The data were collected from 160 Customer from Social House, that have an experience eating in Social House start from January 2012 until April 2012. By using structural equation model (SEM) the results of this study show that utility values has positive and significant effect on customer satisfaction, and for hedonic value, from six consumer shopping motivations, only three of it that have effect on consumer satisfactions. Those three consumer motivation consist of, adventure shopping, value shopping and role shopping. From those three shopping motivation only role shopping motivation that has positive and significant effect on behavioral intetions. The other result from this study its evidently tested that customer satisfaction has positive and significant effect on behavioral intentions. From that result, this mean the more satisfied consumer of Social House service, so they will likely come again to Social House, come more often, and give a positive word of mouth to other people they know."

"Dalam beberapa tahun terakhir, layanan streaming video on demand mengalami perkembangan yang sangat pesat, dimana hal tersebut terlihat dari munculnya berbagai layanan video on demand di Indonesia. Melihat hal tersebut maka salah satu perusahaan video on demand, yaitu Netflix selalu berusaha semaksimal mungkin untuk menarik & meningkatkan jumlah pelanggan serta mempertahankan kualitas layanan agar para pelanggan tetap setia menggunakan layanan yang ditawarkan. Tujuan dari penelitian ini adalah untuk menganalisis pengaruh dimensi electronic service quality terhadap electronic customer satisfaction dan electronic customer loyalty pada pengguna aplikasi Netflix di daerah JABODETABEK. Penelitian ini menggunakan pendekatan kuantitatif melalui metode survei kepada 120 responden yang merupakan pelanggan Netflix dan bertempat tinggal di daerah JABODETABEK. Data yang didapatkan diolah menggunakan SPSS dan SmartPLS. Hasil Penelitian ini menunjukkan bahwa beberapa dimensi electronic service quality berpengaruh langsung dan signifikan terhadap electronic customer satisfaction. Lalu electronic customer satisfaction berpengaruh langsung dan signifikan terhadap electronic customer loyalty. Terakhir beberapa dimensi electronic service quality berpengaruh langsung dan signifikan terhadap electronic customer loyalty.

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In the last few years, video on demand services have experienced very rapid development, which can be seen from the emergence of various video on demand services in Indonesia. Seeing this, one of the video on demand companies, namely Netflix, always tries its best to attract & increase the number of subscribers and maintain the quality of service so that customers remain loyal in using the services offered. The purpose of this study was to analyze the effect of electronic service quality on electronic customer satisfaction and electronic customer loyalty for Netflix application users in the JABODETABEK area. This research uses a quantitative approach through a survey method to 120 respondents who are Netflix subscribers and live in the JABODETABEK area. The data obtained was processed using SPSS and SmartPLS. The results of this study indicate that the dimension of electronic service quality has a direct and significant effect on electronic customer satisfaction. Then electronic customer satisfaction has a direct and significant effect on electronic customer loyalty. The dimension of electronic service quality has a direct and significant effect on electronic customer loyalty"

"Penelitian ini bertujuan untuk membahas pengaruh yang diberikan dari Dimensi E-Service Quality terhadap Customer Satisfaction pada pengguna Blu by BCA Digital Digital di Jakarta. Penelitian ini mengunakan pendekatan kuantitatif, melalui teknik purposive-sampling yang dilakukan pada sebanyak 105 responden melalui penyebaran kuesioner secara online menggunakan sosial media dengan platform pengisian kuesioner dengan Google Form. Data yang terkumpul kemudian diolah dengan menggunakan IBM SPSS Statistic 20 melalui analisis statistik deskriptif dan analisis regresi sederhana. Hasil analisis data menunjukan bahwa terdapat pengaruh yang diberikan dari Dimensi E-Service Quality terhadap Customer Satisfaction pada pengguna Blu by BCA Digital Digital di Jakarta.

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This study discussed the influence of the E-Service Quality Dimension on Customer Satisfaction for Blu by BCA Digital Digital users in Jakarta. This research uses a quantitative approach, through a purposive-sampling technique which is carried out on as many as 105 respondents through online questionnaires using social media with a questionnaire filling platform with Google Form. The collected data is then processed using IBM SPSS Statistic 20 through descriptive statistical analysis and simple regression analysis. The results of the data analysis show that there is an influence exerted by the E-Service Quality Dimension on Customer Satisfaction for Blu by BCA Digital Digital users in Jakarta."

"Saat ini pertumbuhan provider telekomunikasi semakin bertambah di Indonesia sehingga konsumen semakin memiliki banyak pilihan dalam menggunakan suatu layanan jasa dari provider yang tersedia, bahkan pelanggan terus menuntut untuk layanan yang lebih baik. Bagi provider yang ada ini menjadi tantangan dimana kompetisi semakin meningkat dan diikuti permintaan layanan yang baik dari pelanggannya. Dimana yang terbaik saat ini adalah bagaimana provider tersebut memenangkan loyalitas pelanggannya.Penelitian ini bertujuan untuk menguji pengaruh switching cost, kualitas pelayanan dan kepuasan pelanggan dalam layanan telekomunikasi selular. sebanyak 124 pengguna jasa GSM di survei di Jakarta. Data dianalisis dengan menggunakan analisis regresi. Penelitian ini menunjukkan bahwa switching cost, kualitas pelayanan dan kepuasan pelanggan memiliki hubungan yang positif dengan loyalitas pelanggan.

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The growth of telecommunication providers in Indonesia are increasing rapidly so that consumers have more choices in using a service from the provider services, even customers continue to demand for better services. For existing providers this is a challenge in which competition increased and followed by a request from the customer for good service. Where the best way is how these providers win customer loyalty.This study attempts to examine the effect of switching cost, service quality and customer satisfaction in the mobile telecommunication services. as many as 124 users of GSM services were surveyed in Jakarta. the data was analyzed by regression analysis. The study shows that the switching cost, service quality and customer satisfaction have positive association with customer loyalty."

"Dalam online shopping, ketiadaan interaksi face-to-face antara konsumen dengan perusahaan membuat konsumen tidak dapat melakukan penilaian terhadap elemen fisik perusahaan. Konsumen hanya dapat melakukan penilaian terhadap kualitas pelayanan yang diberikan perusahaan secara online atau disebut juga dengan e- service quality. Penelitian ini dilakukan untuk menganalisis pengaruh e-service quality terhadap repurchase intention melalui customer satisfaction sebagai variabel perantara. Sampel penelitian ini adalah 120 responden yang pernah membeli album musik Kpop di online shop Gasoo Galore yang diambil menggunakan teknik penarikan sampel purposive sampling, sedangkan teknik analisis data yang digunakan adalah Path Analysis. Hasil penelitian menunjukkan bahwa e-service quality tidak memberikan pengaruh secara langsung yang signifikan terhadap repurchase intention, namun terdapat pengaruh yang positif dan signifikan apabila melalui customer satisfaction sebagai variabel perantara.

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Lack of face-to-face interaction between customer and online seller causes it`s hard for customer to evaluating the seller`s physical elements. Customer evaluating the seller based on the quality of their service or it known as e-service quality. This research was conducted to analyze the impact of e-service quality to customer repurchase intention through customer satisfaction as intervening variable. This research took 120 customers who ever bought Kpop music album from Gasoo Galore as the respondents. All respondents are collected using purposive sampling technique. The data were being analyzed using Path Analysis. The result of this research indicate that e-service quality didn`t directly affects repurchase intention, but it give significant and positive effect when it through customer satisfaction as intervening variable."

"Kelompok gender dengan disabilitas, etnisitas dan kelas tertentu menjadi kelompok yang ditempatkan oleh pemilik power pada sudut yang tidak strategis dalam suatu komunitas. Identitas sebagai seorang perempuan dengan disabilitas yang berasal dari etnisitas dan kelas tertentu membuat pemilik power secara strategis melakukan praktek-praktek diskriminasi berbasis interseksi. Identitas tersebut tidak dapat dipisahkan satu dengan lainnya, namun menjadi satu kesatuan identitas yang saling berpotongan (interseksi). Dimensi sosial, struktural, dan multidisiplin menjadi dimensi yang dianggap oleh pemilik power sebagai dimensi yang strategis melakukan praktek diskriminasi. Nilai-nilai dan image yang terinternalisasi sejak kecil, kebijakan-kebijakan yang diskriminatif, serta perlakuan dari birokrat merupakan sebagian kecil dari praktek diskriminasi yang menyasar pada identitas perempuan dengan disabilitas low vision yang berasal dari etnisitas dan kelas tertentu.

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A gendered group of people with particular disability, ethnicity and social class has become a group positioned in an unfortunate site of community. The identity as a woman with a disability coming from a certain ethnicity or social class has given power to some people to inflict discriminatory practices based on intersection. Those identities should not be treated separately in isolation of one another, because they represent an intersection of multiple identities. Social, structural, and multidisciplinary become strategic dimensions for discrimination against the multiple identities. Norms and images having been internalized for a long time, discriminative policies, and unfair treatment of bureaucrats are just a fraction of the practices of discrimination against a low-vision woman who comes from a particular class and ethnicity."