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"Penelitian ini bertujuan untuk menggambarkan pengaruh persepsi keadilan dalam pemulihan layanan terhadap kepuasan nasabah Bank BNI Cabang Utama UI Depok, serta respon nasabah terhadap kepuasan setelah pemulihan layanan yang diberikan oleh Customer Service BNI dalam menangani keluhan nasabah. Data yang dikumpulkan melalui survey dengan menggunakan kuesioner yang terstruktur. 113 responden yang dianalisa merupakan nasabah BNI Cabang Utama UI Depok yang pernah komplain. Hasil penelitian ini bahwa kepuasan nasabah dipengaruhi oleh persepsi keadilan, serta tingkat kepercayaan, perilaku gethok tular, dan loyalitas nasabah BNI dipengaruhi oleh kepuasan nasabah setelah pemulihan layanan. Analisis regresi stepwise menunjukan bahwa dimensi keadilan interaksi yaitu pemberian penjelasan dan dorongan merupakan dimensi yang paling mempengaruhi kepuasan nasabah BNI. Implikasi manajerial penelitian ini menunjukan pentingnya persepsi keadilan, kepuasan nasabah akan meningkatkan kepercayaan nasabah, mendorong rekomendasi positif serta loyalitas pelanggan.

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The primary objective of this research is to investigate the effects of perceived justice in service recovery on customer satisfaction of BNI (Bank Nasional Indonesia) and their behavioral outcomes. Data were collected through a survey using a structured questionnaire. The 113 respondents of this research were BNI?s customers who had made complaints to BNI regarding its services. The findings showed that the complainants? level of satisfaction with service recovery was significantly affected by perceived justice. The behavioral outcomes of the complainants in terms of trust, word-of-mouth (WOM) and loyalty were also found to be affected by their satisfaction with the service recovery. Stepwise regression analysis confirmed that interactional justice dimensions in service recovery such as explanation and effort affected significantly on complainants? level of satisfaction. Furthermore, managerial implication of this research is to show the importance of perceived justice in the BNI?s service recovery. Satisfaction with service recovery also leads to a higher level of trust, positive WOM behavior and, to a lesser extent, the level of loyalty."

"Indonesia is a fast growing market for motorcycle industry. This condition interests many top motorcycle companies to invest their bucks in Indonesia. No wonder that the competition in this field sector can?t be denied. It forces a company to think about how they can beat their competitors. The development of technology is not enough, company needs marketing strategic to face this.

Experiential marketing is a marketing strategy that gives customer more than just feature and benefit. Yamaha Mio implements this marketing strategy, so they try to stimulate customer?s senses, touches customer?s feeling, intrigues customer?s creative thinking, fits customer?s lifestyle, and make them proud of it. The bottom line of this strategy is touches customer?s emotion through consumption experience.

Previous research commissioned by MICE in 2006 found that 74% senior brand marketers believe that experiential marketing is the most effective way to encourage word of mouth. This research tries to find the experiential marketing effects to word of mouth from customer?s perspective. When customers feel memorable experience through experiential marketing, they tend to tell about their consumption experience to others or spreading word of mouth.

There are three research questions of this research. First is about how experiential marketing implementation?s rate of Yamaha Mio?s customer. Second is about word of mouth rate of Yamaha Mio?s customer. Third is about how Yamaha Mio?s experiential marketing effects consumer word of mouth.

This research is using quantitative approach. The type of research in this research is explanative research with cross sectional time dimension. In collecting data, researcher uses survey method with the non-probability sampling technique (purposive / judgemental).

This research gives practical implication for Yamaha that experiential marketing of Yamaha Mio ? according to customer perception, has the good value. It showed by the average value of each dimension. Moreover, for the word of mouth, customer also gives the good rate on it. The result indicates that experiential marketing has a significant effect on customer?s word of mouth."

"Ericsson Harel (0606056360), Analysis Of Life Style Related To Purchasing Intention LCD TV (Case Study At PT. PANASONIC GOBEL INDONESIA), XV pages + 96 main pages + 38 tables + 8 pictures + 34 bibliographies (1981-2008) + 6 additions Television is a widely used telecommunication medium for broadcasting and receiving live, moving grayscale or color images with sound. The word is derived from mixed Latin and Greek roots, meaning 'far sight'. A television may be built to receive different broadcast or video formats, such as a high definition television, commonly referred to as HDTV.This research aimed to investigate the relation between life style to purchasing intention of LCD TV, case study at PT. Panasonic Gobel Indonesia. Mowen suggested (1995:259) life style relate to how people live, how they spend their money, and how allocate the time. Assael suggested (1992:35) purchase intention is behavior as a response to some object, or willingness customer to make purchasing, this process start from needs of some product or need arousal and then proceed into searching information by customer, and then they will evaluate the product, the result for evaluated will be the impulse to be purchase intention before customer really buy the product.Data collected in this research is a quantitative data based on close questioners posed to all customer at electronic shop in Jakarta. This research is a quantitative research and describing the true fact, data presented as frequency table and correlation of two variables. From this data, it can be concluded that there is stated the existence of life style and purchase intention LCD TV in Jakarta. The analysis result shown quite strong and positive relation between life style to purchase intention LCD TV. It can be concluded that the relation between these two variables is consistent, the better implementation of life style the customer, the higher purchase intention can get. The influence of life style proved to have contribution on purchase intention LCD TV in Jakarta.Conclusion resulted from this research is the existence of life style customer can enhance purchase intention LCD TV. Thereby an improvement LCD TV purchasing based on purchase intention and life style to every custIndonesia especially Jakarta."

"Skripsi ini membahas hubungan restitusi PPN atas ekspor terhadap cash flow perusahaan dan upaya perencanaan pajak untuk meminimalkan beban cash flow perusahaan dalam proses restitusi PPN tersebut. Penelitian ini adalah penelitian kualitatif dengan desain deskriptif.Hasil penelitian memperlihatkan Restitusi PPN yang dilakukan (PT YI) secara nominal dan waktu memiliki implikasi terhadap cash flow. Jika permohonan resitusi PPN berhasil dengan tingkat koreksi kecil, maka cash flow dapat berjalan dengan normal dan sebaliknya. Pada awalnya upaya perencanaan pajak yang dilakukan untuk meminimalkan beban cash flow perusahaan belum optimal, oleh karena itu dilakukan usaha perbaikan Perencanaan pajak baik internal maupun exkternal.

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The focus of this study is the relation of VAT refund for exporting to the company cash flow and the tax planning attempt for the minimization of burden company cash flow in course of the VAT refund. This research is qualitative descriptive interpretive.

The result of this research show the VAT refund done nominally and time own which implicated to the cash flow. If the VAT refund application completed with minimum correction level, the cash flow can work normally and the other way around. In the beginning, tax planning attempt done by YI Corp. to minimize the burden of the cash flow company not yet optimal, therefore it done."

"Liberalization of telecommunication industry which conducted since 2002 had change market structure in Indonesia. Liberalization telecommunication industry had encouraged presence of more operator, so that inter-operators competition among operators in attracting customers more tight as well. Refer to importance of qualified and quality human resource in the company, PT Infomedia Nusantara provide particular attention in the form of training and development of every existing human resources, especially for division Call Center 147. Appropriate training quality, thus it would be resulted employees who have high quality so that will improve company productivity and may compete in a more progressively tight business field nowadays.

Training quality is very important to increase knowledge and skill of the employees. Every company expects to get perfect training thus it will be resulted employees who have high quality. The objective of this research is knowing how the training was held and what the perception of the employees about the training.

This research implemented in call center 147 division of PT Infomedia Nusantara. The respondent of this research are totally 120 people. Method of research is survey and simple random sampling technique. Quantity of sample responden is 55 people. Data collecting method is using questioner and interview to the respondent. This research use quantitative approach to describe perception of the employees for the service excellent training which is held by PT Infomedia Nusantara Company.

This research had found that the service excellent training was held for two days that contain about knowledge of the company product and how to operate computer system. Service excellent training had good assessment from the employees it means that service excellent training had been done with good standart. Even that the training had good standart but the company must increase the quality of the training to get more excellent sevices. One of step to increase the quality of the training is change the place of training to another place that can reach for all of employees and session of the training can be added become three days."

"The bank?s success in giving loan is related to promotions and service ecexelent which are given to debitors and debitors to be,promotion is something that must be paid attention by banks because its appropriate promotion will give benefits to the bank and debitors valuable assets which can survive and have ability to get benefits in a long term. From existed marketing tools word of mouth is dominated promotion which support marketing such as product and service marketing have high involvement. One of the bank which offers micro business credit is Bank Mandiri which is famous for its Kredit Mikro Mandiri with special cases for debitors to be in PT Bank Mandiri (Persero) Tbk Hub Jakarta Pulogadung. Debitor who are satisfied with the product and service given will bring benefits for the bank and they will be loyal debitors and can carry out communication through word of mouth (positively) to other debitors to be.

The objective research of PT Bank Mandiri (Persero) Tbk Kredit Mikro is to find out how the effect word of mouth spreads to influence the business man submission intention using quantitave approach with literature study and uses research instrument by using questioner which is distributed to 125 business men respondents.

Research with statistic analyze using SPSS for windows 15 in variable word of mouth data analyze consists of 5 dimensions there are Talkers, Topics, Tools, Taking parts, and Tracking and variable intention to buy. Simple regression has been carried out by combining five dimensions becomes variable word of mouth and regression comparing with intention to buy.This research of this result shows that there is high influence of word of mouth on Kredit Mikro Mandiri product towards business men submission intention."

"Almost every bank in Indonesia now has automatic teller machine (ATM). Banks also obliged its client for having ATM card, despite of whether the ATM card is used. The increasing amounts of ATM consumer depend on the increasing amounts of ATM and the increasing amount of banks affiliated in the ATM network. ATM BERSAMA managed by the PT Artajasa Pembayaran Elektronis has started operating in the early year of 1990. The Number of its ATM is 13.000 units. Now 62 banks has become the member in this chain.Problem that is often occurred in ATM Bersama network like : the client of Bank A makes a cash withdraw in the ATM of Bank B, the money doesn't come out but the client account have been debited, money doesn't come out as according to the desirable amount but client account have been debited. Client of Bank A makes a transfer transaction to the account of bank B, the client?s account have been debited, but the objective account has not been credited.PT. Artajasa Pembayaran Elektronis as the organizer of ATM Bersama in handling of its customer complain i.e. the bank members of ATM Bersama issued a Sistem Prosedur Pengoperasian (SPP) consist of information about the regulation for all members of ATM Bersama and the procedures in how to put a complain as well as the process and the time in solving the complain.The purpose of this research was to analyze the satisfaction of the bank members of ATM Bersama to the management complain executed by PT. Artajasa Pembayaran Elektronis. This research uses a quantitative research method by distributing questioners to 62 bank member of ATM Bersama officers which usualy implements the client complain of ATM Bersama. After the data was collected, writer carry out a data processing by Likert scale where the satisfaction of bank members of ATM Bersama is obtained based on the range of scale.From the result of the research, the writer makes a conclusion that in general the bank members of ATM Bersama feel satisfied with the management complain executed by PT. Artajasa Pembayaran Elektronis. The Writer also suggest that PT. Artajasa Pembayaran Elektronis is paying more attention to the bank members, and arrange more meeting with the bank members."

"Profitability is the most important thing in every company. Every company try to increase their profits as maximum as posible. One factor that company used to increase its profit is to make decision about optimum capital structure. Some theory said about correlation between capital structure and profitability. The more profitable the firm, the lower is the amount of leverage expected to be used by the firm. Capital structure is a combination of equity and debt. Some research shows that company which has small ratio of debt in thei capital structure has a big probability to gain high equity return. Thus, debt to equity ratio was used as indicator of capital structure and return on equity was used as measurement for profitability.

This study was made to know influences of capital structure in relation with return on equity as a proxy of profitability. The study was conducted in PT Bank Mega Tbk, period January 2002 until March 2008, using its annual reports as a population, with monthly reports period January 2002 until March 2008 as samples.

The result of statistic test by using alfa 0.05 concludes that capital structure have a significantly small effect to return on equity at PT Bank Mega Tbk period January 2002 ? March 2008. It means that capital structure in PT Bank Mega Tbk period January 2002 ? March 2008 was a small factor in increasing the equity return."

"The rapid change of Indonesian banking industry mode competition in banking sector become tighter. One of company?s strategies to face this competition was by developing cross functional team, which team was the key success for a company. Companies built and managed teams to carry out company?s strategy. Team building has not detached from individual building that purpose to increase performance of team member (employees) and finally can give the best contribution for their team and company. One of banks that implement this strategy was Bank Mandiri that constituted one of the biggest banks in Indonesia and has get many achievements in banking sector. Bank Mandiri?s performance has not detached from good employee?s performance that working inside. Therefore, the purpose of this research was to analyzed team building implementation, analyzed employee?s performance and analyzed correlation between team building implementation with employee?s performance of Bank Mandiri branch office Imam Bonjol. his research used quantitative approach because used theory as guTresearch activities. Type of this research was explanative research, because has purpose to explained correlation between team building implementation with employee?s performance of Bank Mandiri branch office Imam Bonjol. Data collected by field study and literature study. Field study used survey method with interview and questionnaires as instrument of research. Literature study used literatures that related to this research. Sample selected by using total sampling for 34 respondents. Technique analysis data used Spearman?s Rho Correlation to found strength of correlation between team building implementation with employee?s performance of Bank Mandiri branch office Imam Bonjol. he result of this research showed that Bank Mandiri branch office Imam BonjolThas good team building implementation and employee?s performance. With used spearman?s Rho Correlation method, this research found not strong enough positive correlation between team building implementation with employee?s performance of Bank Mandiri branch office Imam Bonjol. It has means; team building implementation can influence employee performance in Bank Mandiri branch office Imam Bonjol. Researcher suggested that Bank Mandiri branch office Imam Bonjol increase quality of team building implementation process."