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"Customer Relationship Management System (CRMS) Development in order to improve service quality in PT. AJ. Manulife Indonesia is done by comprehending the performance model of the company and the factors that are affecting the company performance improvement and the quality of the decision to be taken by top management. System Dynamic is a method that can be used to stimulate complex systems. System Dynamics approach is expected to build a model of corporate performance that can be used to evaluate the quality of service to customers so that they can make decisions quickly and accurately. This study proves that the model is built with standard models used as changing targets and it can simulate a target quality of service to customers by delivering current and future achievement. Achievement in the future is influenced by the value of achievement of SLA, Response Time, and Defect, where the greater value of control, the greater value of the correction rate so that the GAP will be smaller. Correction rate which is determined in this study was 10%, 20%, and 30% of GAP (CB)"

"ABSTRAKPenelitian ini bertujuan untuk meneliti hubungan kepuasan berpacaran dengan kebahagiaan subyektif dimoderatori oleh keinginan untuk menikah pada individu dewasa muda yang berpacaran berbeda agama. Partisipan dalam penelitian ini sebanyak 145 orang. Penelitian ini menggunakan alat ukur yaitu Relationship Assessment Scale RAS , Scale of Positive and Negative Experience SPANE , dan Satisfaction with Life Scale SWLS . Analisis data dilakukan menggunakan moderasi model satu yang dikemukakan oleh Hayes. Hasil dalam penelitian ini menunjukkan bahwa terdapat interaksi antara keinginan untuk menikah dalam hubungan kepuasan berpacaran dan kebahagiaan subyektif pada individu dewasa muda yang menjalani hubungan berpacaran berbeda agama c = 0,047; t = 2,674; sig. = 0,008 .

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ABSTRACT

This study aims to examine the correlation between relationship satisfaction and subjective well being moderated by willingness to marry among young adults in deferent religion relationship. Partisipants in this study is 145 persons. Measurement in this study using Relationship Assessment Scale RAS , Scale of Positive and Negative Experience SPANE , and Satisfaction with Life Scale SWLS . Data analysis using moderated model one which proposed by Hayes. The result of this study indicates that there is an interaction between the willingness to marry in the relationship of relationship satisfaction and subjective well being in young adults in deferent religion relationship c 0,047 t 2,674 sig. 0,008 ."

"This study aims to examine the factors influence of IPO performance to IPO returns. This study tries to define an appropriate mechanism to determine the factors that can influence IPO return in Indonesia, as represented by the companies in Indonesia Stock exchange (IDX). Factors influencing IPO performance are representative by six variables, namely firm size, age of the firm, total share ofter to public type of investor, debt level of the firm and price ratio of offeringp price and earning per share. IPO returns factors are represented by one variable, which is short term return (initial return) . Data for this study were taken from compaines listed in IDX year 1996 -2006. Based on the research finding and analysis, it is found that the factors scrutinzed by the researcher (firm size, age of the firm, Total share offter to public, type of investor, debt level and price ratio) cannot influence the IPO return in Indonesia market: This possibly occurs because the invesment condition cannot can be influenced by the internal condition of the company. Furthermore, the investor especially outsider one, probably still has doubts on external conditions such unstable, economic condition, political condition, government regulation and security conditions in Indonesia thus, it is possible that external condition can influence the IPO return in Indonesia."

"ABSTRAKPenelitian ini merupakan penelitian lanjutan dari Kasri (2013) yang menunjukkan bahwa hanya sepertiga donator muslim yang secara rutin berdonasi melalui lembaga donasi formal, di mana hal ini mengindikasikan bahwa lembaga formal belum mengimplementasikan pemasaran relasional yang tepat untuk mempertahankan kepercayaan dan komitmen para donornya. Penelitian ini bertujuan untuk mengelaborasi dan memvalidasi faktor-faktor yang mempengaruhi kepercayaan dan komitmen para donatur muslim terhadap lembaga donasi formal. Penelitian dilakukan dengan pendekatan kuantitatif melalui kuesioner online yang melibatkan sekitar 190 responden. Penelitian dilakukan dengan Structural Equation Model (LISREL) dan juga analisis deskriptif. Hasil penelitian menunjukkan bahwa faktor-faktor yang mempengaruhi kepercayaan dan komitmen para donator muslim terhadap lembaga donasi formal adalah Perceived Ability, Perceived Benevolence, Shared Values. Sedangkan hubungan trust ke komitmen dimediasi secara parsial oleh Non-Material Benefit. Selain itu, penelitian juga menjabarkan dan menganalisis informasi umum lainnya terkait perilaku dan persepsi donator muslim dalam menyumbang baik ke lembaga formal maupun jalur informal.

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ABSTRACTThis study follows-up Kasri (2013) that shows more than sixty percent of the Muslim people in Indonesia donates through informal charitable distribution channel. This indicates that formal charitable institutions have not implemented the proper relationship marketing framework to maintain trust and commitment of its donors. Hence, this paper aims to elaborate and provide validation on the drivers of trust and commitment of Muslim donors to the formal charitable organizations The study was performed with quantitative approach using online questionnaire involving about 190 respondents. The analysis was conducted with Structural Equation Model and also descriptive analysis. The study resulted that factors the drivers of trust and commitment of Muslim donors to formal charitable organizations were confirmed as Perceived Ability, Perceived Benevolence and Shared Values Moreover, the relationship between trust and commitmen is mpartially mediated by Non-Material Benefit. In addition, the paper also describes the other general information related to Muslim donor`s behavior and perception."

"Penelitian ini bertujuan untuk melihat hubungan antara modal psikologis dengan perilaku pencarian umpan balik pada mahasiswa baru di Universitas Indonesia. Partisipan dalam penelitian ini berjumlah 121 orang dan merupakan mahasiswa semester satu di Universitas Indonesia. Modal psikologis diukur dengan menggunakan Psychological Capital Questioner (PCQ) yang dikembangkan oleh Luthans, Youssef dan Avolio. Sementara itu perilaku pencarian umpan balik diukur menggunakan Feedback Seeking Measurement (FSM) yang dikembangkan oleh Gong, Wang, Huang, dan Cheung. Hasil penelitian menenjukkan modal psikologis memiliki hubungan yang signifikan dengan perilaku pencarian umpan balik (self-positive, self-negative, other positive dan other negative).

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This study was conducted to examine the correlation between psychological capital and feedback seeking behavior on first year college student in University of Indonesia. The participants of this study were 121 first year college student in University of Indonesia. Psychological capital was measured using Psychological Capital Questioner (PCQ) developed by Luthans, Youssef and Avolio. Meanwhile, feedback seeking behavior was measured using Feedback Seeking Measurement (FSM) developed by Gong, Wang, Huang and Cheung. The results indicated there was significant correlation between psychological capital and feedback seeking behavior (self-positive, self-negative, other positive and other negative)."

"Metafora hubungan konsumen dengan merek telah mendominasi pemikiran pemasaran dan praktek. Meskipun demikian, masih ada keterbatasan penjelasan mengenai fenomena transgression dalam domain produk konsumsi, khususnya di tingkat merek. Penelitian ini bertujuan untuk mengetahui pengaruh brand transgression terhadap hubungan konsumen dengan merek. Sebagai inspirasi, penelitian ini mengacu pada teori hubungan interpersonal, yang menekankan pada penilaian dari kesalahan dan keseriusan dampak dari brand transgression; serta teori keadilan distributif, yang mempertimbangkan prinsip keadilan dan keseimbangan antara manfaat dan biaya. Selain itu, efek dari kedekatan hubungan konsumen dengan merek juga sangat menarik untuk diteliti, karena potensinya dalam mempengaruhi brand behavioral intention. Penelitian ini dilakukan pada tiga studi eksperimen. Studi pertama meneliti dampak dari brand transgression, brand relationship closeness dan kategori product involvement terhadap brand behavioral intention. Studi kedua meneliti dampak dari brand transgression, brand relationship closeness dan upaya pemulihan apology terhadap brand behavioral intention. Studi ketiga meneliti dampak dari brand scandal, brand relationship closeness dan upaya pemulihan brand recall terhadap brand behavioral intention. Hasil pada semua studi menunjukkan bahwa brand transgression, brand relationship closeness, kategori product involvement dan upaya pemulihan merupakan kunci untuk memahami perbedaan perilaku konsumen pada saat peristiwa brand transgression.

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Although the consumer-brand relationships metaphor dominates contemporary marketing thought and practice, surprisingly little empirical work has been conducted on transgression phenomena in the consumer products domain, particularly at the level of the brand. The aim of this research was to investigate how brand transgression influence consumer relationships with the brand. For inspiration, this research draws on interpersonal relationship theory, which highlights judgments of culpability and seriousness of the brand transgression, and distributive justice theory, which considers the fairness and equity-balance of benefits and costs. Furthermore, the effects of brand relationship closeness also become especially interesting in this regard, due to their potential to influence brand behavioral intention.

This research was conducted on three experiment studies. First study examines the impacts of brand transgression, brand relationship closeness and product involvement on brand behavioral intention. Second study examines the impacts of brand transgression, brand relationship closeness and apology on brand behavioral intention. Third study examines the impacts of brand scandal, brand relationship closeness and brand recall on brand behavioral intention. Across all of these studies, results show that brand transgression type, brand relationship closeness, product involvement and recovery effort are a key construct to understanding the differences in behaviors following brand transgression."