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"ABSTRACTThe purpose of this study is to identify customers' response to service failure. The response is about why some customers are likely to complain and others are not. This study adopts the concept of customer complaint behavior (CCB) with three-dimensional model: private response, voice response, and third party response. It is also identified the relationships between CCB and customers demographic backgrounds such age, gender and education backgrounds; and their complaining behaviors. Data were collected from 200 customers who have experienced service failure (response rate 86.5%). Using chisquare method, it identifies the type of complaint which is often performed in service encounter. The research findings suggest that due to service failure, most customers are likely to engage in private and voice response. Further findings suggest that most complainers who experienced service failure are likely to express a set of multiple responses."

"Academic and public libraries are continuing to transform as the information landscape changes, expanding their missions into new service roles that call for improved organizational performance and accountability. This extensively revised and updated edition explores further the ways technology influences both the experiences of library customers and the ways libraries themselves can assess those experiences. With a focus on real-world application, the authors challenge conventional thinking about the utility of input, output, and performance metrics by suggesting new ways to think about the evaluation and assessment of library services; explain service quality and customer satisfaction, and demonstrate how they are separate but intertwined; identify procedures for qualitatively and quantitatively measuring both service quality and satisfaction; encourage libraries to take action by presenting concrete steps they can take to become more customer-centric; and offer a range of customer-related metrics that provide insights useful for library planning and decision making, such as surveys and focus groups. This book shows how to nurture an environment of continuous improvement through effective service quality assessment.In this third edition, the authors again offer solid, practical ideas for developing a customer service plan that meets the library's customer-focused mission, vision, and goals. They challenge librarians to consider both internal and external customers, and to think about customer service in new ways."

"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."

"ABSTRAKPenulisan skripsi ini mempelajari dampak inisiatif CSR, yaitu i) customer-centric ii) lingkungan iii) filantropis dan iv) etika bank komersial di Indonesia terhadap loyalitas nasabah mereka. Peneliti telah menggunakan kuesioner sebagai metode pengumpulan data. Responden yang ditargetkan adalah nasabah perbankan komersial dimana bank yang mereka gunakan beroperasi di Indonesia. Setelah melakukan regresi linear berganda melalui SPSS, terbukti bahwa hanya inisiatif CSR customer-centric dan etika memiliki hubungan yang signifikan terhadap loyalitas pelanggan perbankan komersial. Sementara inisiatif lingkungan dan filantropis tidak memiliki hubungan yang signifikan terhadap loyalitas pelanggan perbankan komersial. Oleh karena itu, penting untuk manajemen bank untuk memahami bahwa CSR bisa dikelola secara strategis (Strategic CSR) untuk mempertahankan loyalitas pelanggan mereka. Serta, meningkatkan paparan mengenai inisiatif lingkungan dan filantropis yang mereka lakukan untuk pengetahuan pelanggan

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ABSTRACTThis thesis paper studies the effects of Corporate Social Responsibility (CSR) initiatives, which are i) customer-centric ii) environmental iii) philanthropic and iv) ethical of commercial banks in Indonesia towards their customer loyalty. The researcher have used questionnaires as the method of data collection. The targeted respondents of this thesis paper are commercial banking customers‟ of which their banks of use exists and operates in Indonesia. After conducting multiple regression through SPSS, results revealed that only customer-centric and ethical CSR initiatives had a statistical significant relationship towards the commercial banking customers‟ loyalty, while environmental and philanthropic CSR initiatives did not have a statistical significant relationship towards customer loyalty. Therefore, it is important to for management of banks to understand that CSR could be strategically managed by commercial banking managers in order to maintain their customers‟ loyalty. As well as, enhance exposure regarding environmental and philanthropic iniatives of banks for the customers to acknowledge"

"Considering that customers? emotions toward received services are evaluated in light of fairness and equity theory, the purpose of this study is to investigate the effect of customers? perceptions and emotions of received services on their behavioral intentions. Data were collected from 329 questioners that were distributed among Mellat bank customers, and hypotheses and the conceptual model were analyzed based on the data collected through structural equation modeling in AMOS 18.Results showed that three dimensions of interactional, procedural, and distributive justice affected customers emotions (negative and positive) and satisfaction. Customers emotions were also found to be having a mediating role in the relationship between perceptions of fairness (except procedural fairness) and customer satisfaction. The other results are the effect of customer satisfaction on behavioral intentions (repeat purchases and Word-of-mouth advertising). Finally, the study suggests some practical solutions and future research topics."