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"Perkembangan bisnis perbankan syariah dewasa ini semakin menunjukkan peningkatan yang signifikan, sedangkan pangsa pasar yang tergarap relatif kecil 1,6 persen. Artinya peluang masih terbuka lebar, hal ini menuntut setiap perbankan memberikan pelayanan yang terbaik, berkualitas yang dapat memenuhi kebutuhan dan keinginan nasabah agar mampu bersaing dan berkembang sehingga nasabah tidak mudah beralih ke jasa bank lain. Hal inilah yang menjadikan penulis tertarik melakukan penelitian kualitas pelayanan dan pemasaran relasional sebagai variabel bebas, loyalitas nasabah sebagai intervening variabel yang mempengaruhi variabel bebas terhadap variabel terikat, yaitu keputusan nasabah untuk menambah tabungan pada Bank Muamalat Indonesia. Penelitian ini menggunakan analisis regresi berganda dan regresi logistik.Hasil penelitian menunjukkan bahwa kualitas pelayanan tidak mempengarui secara signifikan loyalitas nasabah, tetapi pemasaran relasional yang mempunyai pengaruh signifikan terhadap loyalitas nasabah. Dan dari kedua varibeI bebas tersebut, didapatkann peluang sebesar 77% yang mempengaruhi keputusan nasabah untuk menambah tabungannya pada Bank Muamalat Indonesia.

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Syariah banking business recently growth significantly, while syariah market still wide open, only 1,6 percent done. That is make each syariah banking to give the best services and quality to fullf ll consumer need and want. The best service Syariah Bank can compete and grow make consumer unchange easily to other syariah bank services. This reason make writer interesting in research of service quality and relationship markerting as independent variabel influence consumer loyalty as intervening variabel to influence consumer decition to add thier savings in Bank Muamalat Indonesia.

This research use multiple regression and logistic regression. The result is service quality can't influence significantly for consumer loyalty but relationship marketing influence significantly. From both of variabels have probability 77% influence consumer decision to add thier savings in Bank Muamalat Indonesia."

"Guru adalah profesi yang memiliki banyak tugas dan tanggung jawab. Beban kerja yang meningkat di akhir semester bisa menjadi stresor untuk guru. Stres dan kualitas tidur merupakan dua hal yang saling berkaitan. Tujuan dari penelitian ini adalah untuk mengetahui hubungan antara tingkat stres dengan kualitas tidur pada guru. Sampel penelitian ini adalah 111 guru aktif yang mengajar di DKI Jakarta, dengan desain penelitian cross-sectional dan analisis bivariat uji Pearson chi square. Hasil penelitian ini menunjukkan nilai P value sebesar 0,947 yang berarti tidak ada hubungan antara kedua variabel.

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Teacher is a profession with many duties and responsibilities. Increased workload at the end of the semester can be a stressor for teachers. Stress and sleep quality are two interrelated things. The study aims to identify the relationship between stress levels and sleep quality in teachers. The samples of this study were 111 actively-teaching teachers in DKI Jakarta, with a cross-sectional study and Pearson chi square test bivariate analysis. The result of the study shows P value score is 0,947 which means there is no relationship between the two variables."

"Penelitian ini membahas hubungan antara antaseden strategi pemasaran relasional yang diproksi kedalam variabel relationship benefits, seller expertise, communication, similarity, interaction frequency, dan conflict dengan loyalitas pelanggan yang diproksi kedalam variabel individual fortitude, expectancy of continuity, word of mouth, dan cooperation, melalui variabel mediator relationship satisfaction, trust, dan relationship quality. Tujuan penelitian ini adalah mendeskripsikan dan menganalisis hubungan antara antaseden strategi pemasaran relasional dengan relationship satisfaction, trust, dan relationship quality, serta menganalisis hubungannya dengan relationship outcomes sebagai pembentuk loyalitas pelangan.Hasil penelitian ini menemukan bahwa variabel outcomes pemasaran relasional individual fortitude dipengaruhi secara tidak langsung oleh variabel seller expertise, similarity, interaction frequency, conflict dan secara langsung memiliki hubungan dengan variabel mediator trust dan relationship quality. Sementara itu variabel expectation of continuity dipengaruhi secara tidak langsung oleh variabel relationship benefit, seller expertise, communication, similarity, interaction frequency dan conflict melalui mediasi relasional relationship satisfaction, trust dan relationship quality. Selanjutnya variabel word of mouth memiliki hubungan tidak langsung dengan variabel seller expertise, similarity, interaction frequency dan conflict melalui variabel mediator trust dan relationship quality. Dan terakhir variabel cooperation memiliki pengaruh secara tidak langsung oleh variabel relationship benefit, communication, similarity, interaction frequency dan conflict melalui mediasi variabel relationship satisfaction dan relationship quality.Hasil penelitian ini menyarankan agar distributor alat diagnostik lebih meningkatkan hubungan relasional melalui pengelolaan konflik dengan efektif sehingga mampu memberikan pengaruh positif untuk meningkatkan kualitas hubungan dengan pelanggan. Yang pada akhirnya akan meningkatkan loyalitas pelanggan dalam bentuk kesediaan merekomendasikan hal positif tentang distributor ke konsumen lain

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This study examines the relationship between relational marketing strategy antecedent that proxy into variables of relationship benefits, selling expertise, communication, similarity, interaction frequency and conflict with the customer loyalty that proxy into variables of individual fortitude , expectation of continuity, word of mouth, and cooperation, through mediator variable relationship satisfaction, trust, and relationship quality. The purpose of this study is to describe and analyze the relationship between antecedent of relationship marketing strategies with relationship satisfaction, trust, and relationship quality, and analyze its relationship with relationship outcomes as forming customer loyalty.

Results of this study identified that relationship outcomes variable of individual fortitude is affected indirectly by seller expertise, similarity, interaction frequency, conflict and directly linked to the mediator variables of trust and relationship quality. Meanwhile expectation of continuity variables indirectly affected by the variables of relationship benefits, seller expertise, communication, similarity, interaction frequency and conflict through relational mediator of relationship satisfaction, trust and relationship quality. Furthermore, word of mouth variable has no direct relationship with the variable seller expertise, similarity, interaction frequency and conflict through relational mediator of trust and relationship quality. And lastly cooperation variables have an indirect effect with variables of relationship benefit, communication, similarity, interaction frequency and conflict through relational mediator of relationship satisfaction and relationship quality.

The results of this study suggest that further enhance the diagnostic equipment distributor relational relationships through effective conflict management so as to provide a positive influence to improve the quality of customer relationships. Which in turn will increase customer loyalty in a positive willingness to recommend distributor to other consumers."

"Akuntabilitas dapat memengaruhi bagaimana karyawan mengerjakan apa yang menjadi kewajibannya, dan pemimpin merupakan salah satu faktor penting yang dapat memotivasi karyawan berperilaku akuntabel. Penelitian ini bertujuan untuk mengidentifikasi proses timbulnya perilaku akuntabilitas karyawan melalui peran pemimpin dan peran individu yang dijelaskan berdasarkan asumsi pentingnya high-quality relationship. Studi kuantitatif dengan desain non-eksperimental ini melibatkan 279 karyawan dari sebuah Perusahaan Umum Daerah (PERUMDA) yang bergerak di bidang air minum. Reliabilitas masing-masing alat ukur yang digunakan berkisar antara 0,70-0,91. Hasil analisis menunjukkan bahwa: (1) psychological safety memediasi hubungan positif antara leader humility dengan employee accountability (ß = 0,04, bootstrapping 95% CI = [0,02, 0,08]) ; (2) formalisasi berdampak positif dalam hubungan antara psychological safety dengan employee accountability (ß = 0,19, p < 0,01) ; (3) efek tidak langsung dari leader humility terhadap employee accountability melalui psychological safety menjadi lebih kuat ketika tingkat formalisasi meningkat. Model penelitian ini mampu memprediksi sebesar 38% varians dari akuntabilitas karyawan. Hasil penelitian ini dapat memberikan kontribusi terhadap perkembangan ilmu pengetahuan mengenai akuntabilitas dan model kepemimpinan bahwa peran pemimpin yang mendukung dan peran individu dapat memicu timbulnya akuntabilitas karyawan.

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Accountability can affect how employees do their responsibilities, and the leader is one of the important factors that can motivate employees to behave accountably. This study aims to identify the process of employee accountability behavior that arising through the leader's role and the individual's role that is explained based on the assumption of the importance of high-quality relationships. This quantitative study with a non-experimental design involved 279 employees of a regional public company in drinking water sector. The reliability of each measuring instruments used are between 0.70-0.91. The analysis showed that: (1) psychological safety mediates the positive relationship between leader humility and employee accountability (ß = 0.04, bootstrapping 95% CI = [0.02, 0.08]) ; (2) formalization has a positive impact on the relationship between psychological safety and employee accountability (ß = 0.19, p < 0.01) ; (3) the indirect effect of leader humility on employee accountability through psychological safety becomes stronger when the level of formalization increases. This research model predicts 38% of employee accountability’s variance, and is able to provide contribution to the development of employee accountability and leadership models studies that supportive role of the leaders and the role of individuals are essentials in affecting employee accountability."

"Penelitian ini bertujuan untuk mengetahui pengaruh dari komponen-komponen kualitas jasa mobile banking pada retensi pelanggan mobile banking melalui kualitas hubungan yang terdiri atas kepuasan, kepercayaan, dan komitmen. Sampel yang digunakan pada penelitian ini terdiri atas pelanggan mobile banking dari generasi milenial di Indonesia. Data pada penelitian ini diolah dengan menggunakan Structural Equation Modelling. Hasil dari penelitian ini menunjukan bahwa komponen kegunaan dan kemudahan penggunaan, keamanan dan privasi, serta enjoyment, memiliki pengaruh terhadap kepuasan yang pada akhirnya akan mempengaruhi kepercayaan dan komitmen sehingga dapat meningkatkan retensi pelanggan.

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This study seeks to identify the effects of service quality components of mobile banking towards customer retention, through the mediation of relationship quality which consists of satisfaction, trust, and commitment. The sample of this study consists of mobile banking customers from the millennial generation in Indonesia. The data that was acquired in this study was then processed through Structural Equation Modelling. The result of this study shows how practicality, security and privacy, and enjoyment of mobile banking influences the satisfaction of mobile banking users, which in turn affects the trust and commitment of said users, thereby increasing the level of customer retention."

"Untuk membangun hubungan pembeli-penjual (buyer-seller relationship) perlu diciptakan persepsi kualitas hubungan yang baik bagi kedua pihak. Dari sudut perspektif penjual, membangun persepsi kualitas hubungan yang baik di benak pelanggan sangat penting, agar pembeli tetap dalam hubungan. Dari persepsi hubungan yang baik dengan penjual, diharapkan terjadi pembelian ulang dari pelanggan yang ada dalam hubungan tersebut. Untuk mengukur kualitas hubungan tersebut, kepercayaan (trust) dan komitmen (commitment) adalah faktor yang konsisten bayak dipakai. Oleh karena itu dalam penelitian ini kepercayaan dan komitmen di sisi pembeli menjadi acuan untuk menilai keinginan mernbeli ulang. Dalam hubungan business-to-business, pembeli umumnya lebih rasional sebelum melakukan transaksi dibandingkan pembeli individu, oleh karena itu kualitas hubungan menjadi alat evaluasi bagi pembeli.Orientasi hubungan pembeli-penjual dalam industri secara moderat dipengaruhi budaya perusahaan. Budaya perusahaan berpengaruh pada bagaimana suatu hubungan dibentuk, dipelihara, dan tujuan dari hubungan tersebut yang akhirnya mempengaruhi bagaimana suatu perusahaan pembeli membuat keputusan panting untuk bertransaksi.

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To build a buyer-seller relationship we have to create a good perception concerning the relationship quality in the both parties. From seller's perspective, this relationship quality perception is an important thing in order to keep the relationship benefits and value. These relationship quality perceptions will generate buyer's repurchase intention in the future. As measures of relationship quality, we use the concept of trust and commitment from buyer-seller perspective.

In B-to-B relationship, buyers are normally more rational compare to the individual buyer. In order to maintain the buyer-seller relationship, buyer tends to use the relationship quality as their evaluation tools.

The culture of the company moderately will influence the orientation of relationship between buyer - seller. It gives an influence in how the relationship form, maintenance and aim of relationship in the future which could influence decision-maker in company for making transaction. From this study, we found that company culture has a great influence to B-to-B relationship quality, shaping the relationship form and in making future transaction decisions."

"This research demonstrates that brand performance can be enhanced not only through brand personalitycongruence with customer personality, but also through brand personality fit, namely themoderating fit of customer value proposition to brand personality. Through a study covering 125brands, the result demonstrates that the moderating fit between brand personality and the differentlevel of customer value proposition positively affects brand performance. Price-quality relationshipfor attribute-based customer value, self-construal for consequences-based customer value and selfregulatoryfocus as goal-based customer value are used to test this moderating fit relationship. Otherfindings show that this moderating fit is strongest toward the brand cognitive performance. Finally,the result of this study suggests marketers to incorporate the brand personality design into their positioningstatement so that the overall customer value proposition can be developed in a more integratedmanner, leading to higher brand performance."

"Dalam konsep pemasaran relasional, menjaga hubungan yang baik dan kuat dengan wisatawan dianggap sebagai determinan utama dalam membangun loyalitas wisatawan terhadap suatu destinasi wisata. Tourist relationship perceptions yang terdiri dari service fairness, destination image, dan service quality merupakan faktor-faktor yang dianggap dapat memengaruhi relationship quality wisatawan dengan destinasi wisata dan selanjutnya memengaruhi loyalitas wisatawan terhadap destinasi wisata. Penelitian kuantitatif ini bertujuan untuk menganalisis hubungan antara tourist relationship perceptions, relationship quality, dan destination loyalty. Sebanyak 140 responden yang pernah berkunjung ke Kawasan Taman Nasional Komodo dalam kurun waktu satu tahun terakhir berhasil dikumpulkan dan data kemudian diolah menggunakan metode Structural Equation Modelling SEM. Hasil penelitian menunjukkan bahwa destination image dan service quality merupakan faktor-faktor penting yang memengaruhi destination satisfaction dan trust toward destination service providers. Selanjutnya, destination satisfaction memainkan peran yang sangat vital dalam menentukan dan memengaruhi loyalitas wisatawan.

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In the relationship marketing concept, maintaining a good and strong relationship with tourists is considered as a key determinant to build tourists destination loyalty. Tourist relationship perceptions, which consisting of service fairness, destination image, and service quality are considered as factors that can affect tourists rsquo relationship quality with a destination and further affect tourists rsquo destination loyalty.

This quantitative research aims to analyze the relationship between tourist relationship perceptions, relationship quality, and destination loyalty. A total of 140 respondents who have visited the Komodo National Park Area within the last one year were collected and the data then processed using Structural Equation Modelling SEM method.

The result shows that destination image and service quality are important factors affecting destination satisfaction and trust toward destination service providers. Furthermore, destination satisfaction plays a vital role in determining and affecting tourists destination loyalty. "

"Seiring dengan pertumbuhan mahasiswa, kendaraan yang melintasi Universitas Indonesia (UI) semakin banyak. Pada tahun 2019, kurang lebih terdapat sebanyak 2500 kendaraan keluar masuk area UI setiap harinya. Banyaknya kendaraan yang keluar masuk ini menyebabkan UI menjadi penyumbang besar emisi gas karbon dan hal ini bertentangan dengan visi UI untuk menjadi kampus hijau. Sistem transportasi memainkan peran penting pada tingkat emisi karbon dan polutan di universitas serta transportasi merupakan salah satu kategori dalam penilaian kampus hijau. Dengan adanya hal ini, diperlukan suatu alternatif untuk mengurangi jumlah kendaraan dan pengurangan gas karbon. Salah satu alternatif yang dapat digunakan yaitu dengan beralih dari kendaraan pribadi menjadi transportasi umum. UI menyediakan layanan transportasi umum kampus yang disebut bus kuning untuk memfasilitasi mahasiswa, dosen, staff dan masyarakat disekitar UI ketika berkegiatan didalam kampus. Untuk mendorong seseorang agar mau menggunakan layanan bus kuning, maka dilakukan studi mengenai faktor yang menjadi pertimbangan seseorang untuk menggunakan layanan bus kuning. Studi ini menggunakan second-order confirmatory analysis untuk melihat faktor yang mempengaruhi kualitas layanan bus kuning serta structural equation modeling untuk melihat faktor apa yang mempengaruhi intensi seseorang untuk menggunakan bus kuning. Studi ini memberikan rekomendasi strategi untuk meningkatkan intensi penggunaan bus kuning sebagai alat transportasi dalam kampus berdasarkkan hasil yang diperoleh dari structural equation modeling dan relationship matrix quality function deployment.

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As the number of higher education students has been increasing, there are also more vehicles crossing at Universitas Indonesia (UI). In 2019, there was approximately 2500 vehicles going in and out to the UI areas every day. The number of vehicles going in and out caused UI to be a major contributor to carbon gas emissions. This is contrary to UI's vision to become a green campus. The transportation system plays an important role in the level of carbon emissions and pollutants in universities. Besides, transportation is also one of the categories in the green campus assessment. Given this, some alternatives are needed to reduce the number of vehicles and reduce carbon gas. One alternative that can be used is by switching from private vehicles to public transportation. UI provides campus public transportation services called yellow buses to facilitate students, lecturers, staff, and the community around UI when they are active on campus. In order to encourage someone to have an intention to use the yellow bus service, a study was conducted on the faktors that were considered by someone to use the yellow bus service. This study uses a second-order confirmatory analysis to see the faktors that influence the quality of yellow bus services and structural equation modeling to see what faktors influence a person's intention to use a yellow bus. This study provides a strategy recommendation to increase people's intention to use yellow buses as a means of transportation on campus based on the results obtained from structural equation modeling and relationship matrix quality function deployment.

"

"Tujuan penelitian untuk mengukur pengaruh service quality dalam membangun trust, customer satisfaction, commitment, dan customer loyalty. Penelitian eksplanatori digunakan untuk menguji 9 hipotesis penelitian. Dengan menggunakan teknik convenience sampling, data dikumpulkan dari 413 responden yang telah menggunakan layanan home service perbaikan dan perawatan mobil. Selanjutnya model penelitian dianalisis dengan menggunakan PLS-SEM. Hasil pengolahan data memperlihatkan 8 hipotesis signifikan. Terbukti bahwa service quality memiliki dampak langsung terhadap trust, customer satisfaction, dan commitment, yang selanjutnya commitment mempemgaruhi loyalty. Akan tetapi, penelitian ini tidak dapat membuktikan adanya pengaruh langsung customer satisfaction terhadap commitment. Temuan penelitian ini menambah perkembangan literatur secara empirikal tentang service quality, relationship quality, dan customer loyalty. Selain itu, penelitian ini juga menjelaskan bagaimana faktor relationship quality dapat mempengaruhi customer loyalty, dan mendorong hubungan secara jangka panjang pada pelanggan setelah menggunakan layanan home service perbaikan dan perawatan mobil yang berkaitan.

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The purpose of this research is to measure the effect of service quality in building trust, customer satisfaction, commitment, and customer loyalty. The explanatory research consist of  9 hypotheses. By using the convenience sampling technique, data was collected from 413 respondents who have used home service car repair and maintenance services. Furthermore, the research model was analyzed using PLS-SEM. The results of data processing 8 hypotheses are significant. The result of research proves has a direct effect on trust, customer satisfaction, and commitment, furthermore, commitment affects loyalty. However, this study cannot prove a direct effect of customer satisfaction on commitment. The findings of this study add to the empirical literature on service quality, relationship quality, and customer loyalty. In addition, this research also explains how relationship quality factors can affect customer loyalty, and long-term customer relationships after using home service car repair and maintenance."