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Abstrak :
ABSTRACT
Penelitian ini meneliti pengaruh dari karakteristik individual (need for uniqueness dan attitudes toward swedish product) dan variabel brand-specific (perceived quality dan emotional value) terhadap minat beli antara merek luar negeri (H&M) dengan merek dalam negeri (Cotton Ink). Ada 212 konsumen perempuan yang berpartisipasi dalam survey penelitian ini. Dengan metode Structural Equation Modelling (SEM), hasil penelitian ini menunjukan bahwa need for uniqueness dari konsumen perempuan Indonesia tidak berpengaruh positif terhadap attitudes toward swedish products baik untuk merek H&M maupun Cotton Ink. Attitudes toward swedish products berpengaruh positif terhadap perceived quality dan emotional value untuk merek H&M sedangkan, pada merek Cotton Ink, attitudes toward swedish products berpengaruh negatif terhadap perceived quality dan emotional value. Selain itu, hasil penelitian menunjukkan perceived quality dan emotional value berpengaruh positif baik untuk merek H&M dan merek Cotton Ink.

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ABSTRACT
This research aims to study the impacts of individual characteristic (need for uniqueness and attitudes toward swedish product) and brand-specific variables (perceived quality and emotional value) on purchase intention between swedish and domestic brand. There are 212 Indonesian women consumers that participated in this survey. By using Structural Equation Modelling, this research shows that need for uniqueness of respondents is not positively related to attitudes toward swedish products both for H&M and Cotton Ink. Moreover, attitudes toward swedish products is positively related to perceived quality and emotional value for H&M, but for Cotton Ink, attitudes toward swedish products is negatively related to perceived quality and emotional value. Besides that, perceived quality and emotional value are positively related to purchase intention both for H&M and Cotton Ink.

Abstrak :
ABSTRAK
Tujuan dari penelitian ini adalah untuk mengetahui bagaimana service concept dan customer characteristics mempengaruhi customer satisfaction penumpang maskapai penerbangan Indonesia. Data penelitian di dapatkan dengan menggunakan teknik Convenience-Sampling pada responden yang berdomisili di Jabodetabek (Jabodetabek) sebagai sampel untuk penelitian ini. Hipotesis diuji dengan memanfaatkan regression kemudian diproses dengan SPSS 22 untuk Mac. Penelitian ini menilai Service Quality maskapai penerbangan Indonesia, yang mana saat ini moda transportasi udara menjadi sangat populer. Hasil penelitian menunjukkan bahwaincome dan class of servicesecara signifikan memoderasi efekservice concept, terutama peripheral service, terhadap customer satisfaction. Lebih dari itu, para penumpang maskapai penerbangan Indonesia mempunyai kecenderungan untuk lebih menekankan kepuasan pada aircraft, danpersonal space. Temuan dalam penelitian ini berguna untuk penelitian lebih lanjut dengan topik serupa dan juga bermanfaat bagi maskapai penerbangan yang ingin meningkatkan service quality mereka yang dianggap paling sesuai dengan customer characteristic para konsumennya, demi mencapai customer satisfaction yang lebih baik lagi.

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ABSTRACT
The purpose of this study is to recognize how service concept and customer characteristics influence the customer satisfaction of the Indonesian Aviation Companies’ passengers. Convenience sampling was used and respondents who domicile at the Greater Jakarta (Jabodetabek) are used as the samples for this research. The hypotheses are tested by utilizing regression using the SPSS 22 for Mac. This research assesses the service quality of Indonesian Aviation Companies, as air transportation mode become very popular these days. The result shows that income and class of service significantly moderates the effect of service concept, particularly peripheral service, on customer satisfaction. Additionally, there is a tendency of Indonesian airlines passengers to put more weight on aircraft and personal space. The findings in this research are useful for further research with similar topic and also will beneficial for airlines that seek to improve their service quality that best suit the passengers of different characteristics in order to achieve greater customer satisfaction.