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"Nowadays, the airlines bussiness in indonesia has growth rapidly. Many airlines company emerge, nor charter or schedule make the competition even stronger. Every company try to give better service to each it?s customer. The high demand of transportation within society continually make each airline to escalate the quality of service that resulted satisfaction of it?s customer. The quality service of an airlines company costitute simoulteus activity between ground service and inflight service. Inflight service hold the major role in creating consumer perceive towards quality service in generally.

PT Indonesia Air Transport, Tbk, are many company that contribute in fulfilling the high demand of indonesian air transportation. With it?s background as charter flight company, therefore Indonesia Airt Transport (IAT) always undertake to increase it?s quality service, nor in safety or service. In this research, the inflight service proces that been given by Indonesia Air Transport will be discussed further more, the purpose of the research is to know the satisfactionary perception of its costumer towards inflight service given by Indonesia Air Transport (IAT).

In this research, the perception, measured based on SERVQUAL dimension (tangible, reliability, responsiveness, empathy, and assurance) based on the theory expand by Pasuraman, Zeithamal, and Berry, by using frekuent distribution and SPSS 16.00 tools.

From the result of this research, know that the majority of responden or flight passanger tend to give better perception towards inflight service given by IAT. From all the research dimension can be conclude that the average of response of each responden indicate the satisfaction behaviour. This result can be input for IAT, in the the near future Indonesia Air Transport can give mote attention and increase the quality service toward it?s consumen by taking care the safety aspect or service."

"Pelayanan rawat Inap merupakan pelayanan medis yang utama dirumah sakit dan merupakan tempat untuk interaksi antara pasien dan rumah sakit yang berlangsung dalam waktu yang lama. Pelayanan rawat Inap berhubungan sangat sensitif karena menyangkut perasaan pasien, mutu pelayanan dan citra rumah sakit. Semua itu sangat membutuhkan perhatian pihak manajemen rumah sakit. Kepuasan merupakan perasaan senang atau kecewa seseorang yang muncul setelah membandingkan antara persepsi terhadap kinerja atau hasil suatu produk dan harapannya.Tujuan penelitian ini adalah untuk mengetahui pengaruh antara kualitas pelayanan dengan kepuasan pasien rawat inap di RSU Bunda Margonda,Depok. Hasil penelitian menyimpulkan ada pengaruh antara kualitas pelayanan dengan kepuasan pasien rawat inap di RSU Bunda Margonda dikategorikan tinggi karena memiliki nilai hubungan sebesar 0,810.

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Inpatient treatment is the major medical services in a hospital in which the interaction between the patient and hospital take place in a long period of time. Inpatient services is a sensitive subject to to the reason that it is interrelated directly with patient?s emotion and reception, service quality and image of the hospital. Thus, the management executives of a hospital should pay their fullest attention to it. Satisfaction is the feeling of happiness or disappointment that accurs ofter te inpatients of hospital evaluating the hospital ?s performance by comparing it to their expectation. It is the same case when a custumer assessing the quality of a product by comparing it with his or her expectation.

The aim of this research is to identity the effect between the service quality and the satisfaction of hospitalized patients of RSU Bunda Margonda, which could be classified as high because the relationship value is as big as 0.810."

"Every organization has constraints outside their own environment which affectthe way to run their activities. These constraints can change and determineuncertainty of organization?s environment, because they make environment turndynamic and complex. The uncertainty of environment makes organization?sleaders hard to control company?s direction to achieve their objectives.Leadership is one of the important factors that influence the success of the taskand goals of the company. A good leader is the one that able to determine thebest way to achieve objectives, a good negotiator, communicator, mediator, andintegrator. That?s why the skill of a leader is important for an organization,especially in a field which has so many pressures in their activities. The researchquestion are how is the implementation of Supervisor?s leadership in Distributionand Sales Division PT Heinz ABC Indonesia Bogor branch office, and are thereany obstacles in moving subordinates and how to handle these obstacles?The research method used in this paper is qualitative method, which the datagathering used deep interview with Supervisor and subordinates. The descriptivemethod is also used in this paper in order to give the full description of theleadership style implanted in distribution and sales division PT Heinz ABCIndonesia Bogor branch office.The result of this research is that Supervisor in Distribution and Sales Division PTHeinz ABC Indonesia Bogor uses different style to make subordinates achievetheir sales target according to their skills, knowledge, experiences, andcharacters. There are obstacles for Supervisor in moving subordinates, such asSupervisor has limitation in time and energy to deal with low skilled subordinates,Supervisor has subordinate?s resistances in relation with the increase of salestarget, and subordinate?s mental that hard to be changed. To handle theseobstacles, Supervisor gives effort to train their skill, doing open discussion withsubordinates about sales target, and implement discipline by appropriate worksystem. But the most fundamental is to build trust in subordinates to create asolid teamwork."

"Exhibition event has grown rapidly in Indonesia, almost every week exhibition event were held. The executor had a major part in the succes of the exertion of an exhibition event, whereas the executor of an exhibition event gather the produsen to meet the prospective consumen and plan the whole activity organizely. From the efficiently of time used, the situation and place that being used, will promote and give the proper image to the other party. The effectiveness of an exhibition event can be measured from the amount of entrant and visitor who came during the exhibition event begun. In executing an exhibition event, a strategy of promoting is necessarily needed to compete with other company that play in such core of business. With the promotion that organize effectively, the purpose to gain the interest of entrant and visitor can be fulfilled. In managing Semarang Expo Event, PT Tigawarna required a better promotion strategy, especially in constrict visitor. This research used qualitaive method to gain information about how PT Tigawarna conductied a promotion strategy on the Semarang Expo Event to attract the visitor. This research was conducted by performing two indepth by analyzing the company documents. PT Tigawara was using advertise and publication as a promotion tools to attract the visitor at the Semarang Expo event. By using advertising and publication at the Semarang Expo event, PT Tigawarna has succeeded to gather the visitor, whereas with the arrival of visitor can give the benefit to the exhibition participants. The use of the better promotion strategy would give the better result in the exercion of exhibition event."

"Organization well off inside area nominalizing particle always change, cause of that organization with economic base must be more responsive with change in era free market, in other that for organization can survive from tight competition. PT. EMS Indoappliances to confront the free market with tight competition attempt to create opportunity with rise new business in Indonesia. To deal with new business PT. EMS need human resources with good skill dan personality. Human play an important role in build, manage and develop organization. The leader have a big challenge to motivate the employee to work harder and make the employee more productive to achieve aim organization/company, for that situation the leader need to know the knowledge abaout motivation. This research has objective to know about work motivation of the employee in PT. EMS Indoappliances and also to know employee PT.EMS Indoappliaces perception about motivation.

The research in PT.EMS Indoappliances take around 45 sample (fourty five) of responden from 62 (sixty two) of EMS employee. The research rapproachement to quantitative methode, to process questionnaire data become frequency table and interview data to support the research. This research based on Frederich Herzberg theory which devide work motivation into 2 (two) dimension that is intrinsic dimension and extrinsic dimension. Intrinsic dimension is motivation factor from work it self such as acknowledgement, achievement, work it self, responsibility, promotion and development career. And the extrinsic dimension it is came from outer work such as company administration policy, company supervision, work condition, work relation, salary and work peacefulness.

Result from this research are that Intrinsic motivation factor more dominated than extrinsic factor, this result has positive value because be in accordance with FrederichHerzberg theory that intrinsic factor ( factor from work it self ) will be main trigger for employee and will give employee gratification by doing they job, extrinsic factor only impact as a trigger to the employee for a while because the trait for maintenance.Further the employee perception about work motivation in PT.EMS indoappliances for intrinsic factor very good and for extrinsic factor is well. The suggestion from this research that PT.EMS indoappliances company management should be more enrich of the jobdesk from each employee and give the employee more responsible to make each employee more productive,creative and also improve their skill not only doing administration, marketing and support only. The management PT.EMS indoappliances need to concern for the employee carrer, rotation for allay employee bored with their job desk and routine activity and training from the company should be more manage. And the PT. EMS management need more concern about amount of salary and allowance for the employee because there is still negative perception, also the annuity for the employee to make they feel safe, comfortable and loyal."

"Computer industry in Indonesia gains a significant growth, about 20 percent - 25 percent every year. In market 2 million units sold for 2007, a small amount compare to 220 million live. With market this big, there?ll be positive increase of technology industry about 14 percent in 2010. Risk factor affecting the Company is: global markets for personal computers, and related peripherals and service are highly competitive and subject to rapid technological change. If the company is unable to compete effectively in these markets, its financial condition and operating results could be materially adversely affected. This under score the problem on how experiential marketing effecting the word of mouth behavior of Macintosh consumer.

Research of experiential marketing based on Bern H. Schmitt book Experiential Marketing: how to get your customers to sense, feel, think, act, and relate to your company and brand, the Free Press, 1999. Experiential marketing as independent variable measure by five dimensional: sense, feel, think, act, and relate. The dependent variable is word of mouth have three dimensional that become one variable measurable: costumer satisfaction, opinion leadership, and contiguous product.

Research method use survey to observe sample (Millis id-Mac), that use non probability sampling method for 78 respondent. To measure this research use semantic differential scale 1 for negative pole and 7 for positive pole. To analyze survey result use SPSS 12, confirmatory factor analysis and multiple linier regression.

Respondent descriptive result show that MacBook have the bigger market that other type of Mac. As for result experiential marketing have two significant dimensional: think and act, both dimensional have high score for significant outcome.

This research conclusion, that experiential marketing have significant effect on word of mouth behavior for Macintosh consumer. Thou relate did not have such same result, it because the majority of market shares from creative professional has been place with personal user and education."

"Penelitian ini membahas tentang persepsi karyawan tetap terhadap penerapan gaya kepemimpinan Asisten Manajer bidang Pengendalian Losses dan Penerangan Jalan Umum (PJU), PT PLN (Persero), Area Jaringan Kramat Jati, berdasarkan teori situasional Hersey dan Blanchard yang terdiri dari empat dimensi yaitu Telling, Selling, Participating, and Delegating. Penelitian ini adalah penelitian deskriptif dengan pendekatan kuantitatif.Hasil dari penelitian ini menunjukkan bahwa gaya kepemimpinan yang diterapkan oleh Asisten Manajer bidang Pengendalian Losses dan PJU cenderung Selling dan Participating. Penulis menyarankan Asisten Manajer sebaiknya dapat menerapkan gaya kepemimpinan sesuai dengan situasi yang ada. Dengan gaya kepemimpinan yang tepat diharapkan mampu memotivasi karyawan untuk mencapai tujuan perusahaan.

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This research is discusses about permanent employee`s perception to the application of leadership style of Losses Control and Street Light Division`s Assistant Manager at Connection Area PT PLN (Persero) Kramat Jati, based on situational theory from Hersey and Blanchard consist of four dimensions that are Telling, Selling, Participating, and Delegating. This research is descriptive with quantitative approach.This research result is show that application of leadership style of Assistant Manager is inclined to Selling and Participating. The writer suggests that Assistant Manager could apply leadership style appropriate of situation. With exact leadership style could give motivation to employees to reach a company purposes."

"Skripsi ini membahas mengenai persepsi karyawan departemen produksi terhadap budaya organisasi yang dihubungkan dengan produktivitas kerjanya pada PT Indofood Sukses Makmur,Tbk pabrik di Tangerang, dimana terdapat tiga pokok permasalahan yaitu; bagaimana persepsi karyawan terhadap budaya organisasi, bagaimana produktivitas kerja karyawan departemen produksi dan bagaimana hubungan antara persepsi karyawan departemen produksi terhadap budaya organisasi dan produktivitas kerjanya.Penelitian ini adalah penelitian kuantitatif dengan teknik pengukuran skala peringkat Likert dan pengolahan data menggunakan sistem Statistical Package For Social Sciences (SPSS).Peneliti menyarankan sebaiknya perusahaan melakukan evaluasi terhadap budaya organisasi dan produktivitas secara berkala dan berkesinambungan dengan tujuan untuk mengetahui apakah implementasinya sudah dilakukan secara optimal dan juga mengukur tingkat produktivitas kerja karyawan apakah sudah mencapai target yang ditetapkan."

"Mobile phones industry are more competitive nowadays, it makes mobile phones industry should create differentiation of the product. Sony Ericsson which became one of mobile phone provider launches HP K550i with intention to attract buyer intention of consumer by showing product attribute. One of stategy Sony Ericsson Mobile Communication can be seen from the variety of mobile phones product segmentation, such as W series (Walkman), K series (Kamera), P series (PDA) etc. The purpose from this research is to find out what influence product attribute and buyer intention. The subject of this research is student of FISIP UI who doesn`t use handphone Sony Ericsson K550i. This research was conducted during October 2008. to support this research, 120 questions were distributed for student of FISIP UI who doesn`t use handphone Sony Ericsson K550i, at first 30 questions were distributed to get indicators related for this research. Information was obtained from study literature which suitable with this research. Quantitative method with descriptive analytics was used in this research. This study used purpossive sampling. Factor analysis and linier regression were used to analyze the data. There are two variables in this study: independent variables which consist of 5 dimensions (quality, brand, packaging, service, and price) and buyer?s intention as dependent variable. The dimensions of independent variable combinated with regression factor become attribute variable. From the regression result, 21% of buyer?s intention can be explained from product attributes variable, and 79% were influence from other unknown factor. Significant value of this result is < 0.05. In conclusion, product attribute have a significant impact on buyer?s intention, and there`re another factors influenced buyer`s intention."

"Keberhasilan dan kunci sukses suatu bank terletak pada nasabahnya. Karena nasabah merupakan asset yang paling utama dalam bisnis perbankan. Sebagai salah satu Bank Pemerintah, saat ini Bank Mandiri terus memperbaiki kinerjanya khususnya dalam hal service. Bank Mandiri terus berusaha memberikan pelayanan yang prima dan juga meminimalisasi kegagalan layanan yang terjadi. Langkah yang diambil Bank Mandiri untuk meminimalisasi kegagalan layanan adalah dengan menerapkan tahapt-tahap service recovery agar nasabah yang mengalami kegagalan layanan tidak berpaling kepada bank lain akan tetapi dapat tetap loyal.Tujuan dari penelitian servis Bank Mandiri adalah untuk mengetahui pengaruh dari pemulihan layanan dengan memakai pendekatan kuantitatif berdasarkan study literature dan memakai instrument penelitian dengan memberikan pertanyaan yang di distribusikan kepada 105 responden yang merupakan nasabah Bank Mandiri yang megalami kegagalan layanan.Penelitian ini menggunakan analisa statistik SPSS 15 untuk window dengan memakai variable pemulihan layanan yang terdiri dari 5 dimensi yaitu : Meminta maaf, mengambil tindakan dengan segera, menunjukkan penyesalan, memberikan kompensasi /ganti rugi dan melakukan tindak lanjut dan variable nya adalah kesetiaan. Regresi sederhana telah di lakukan dengan mengkombinasikan 5 dimensi menjadi variabel pemulihan layanan dan regresi yang di bandingkan dengan kesetiaan.Hasil dari penelitian ini menunjukkan bahwa terdapat pengaruh yang besar dari pemulihan layanan terhadap kesetiaan pelanggan.

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The success and the key to the success of a bank are determined by the customer. Because customers are the most important assets in the banking business. As one of the biggest banks, Mandiri Bank continued to improve his achievement especially in the matter of services. The Mandiri bank continued to try to give the first-rate service but also to minimize the failure of the service. The action that was taken by the Mandiri Bank to minimize the failure of the service is to applied stages of service recovery, so that the customer who experienced the failure of the service does not turn to the other bank but will stay loyal to Mandiri Bank.The objective of research is to find out how the effect service recovery to loyalty using quantitave approach with literature study and using research instrument by using questioners which is distributed to 105 customer respondents.This research using statistic analyzes by SPSS 15 for window with independent variable service recovery, which are: apologize, take immediate action, show compassion, provide compensation, and conduct follow-up and dependen variable is loyalty. Simple Regression has been carried out by combining five dimensions becomes variable service recovery and regression comparing with loyalty.This result of this research shows that there is high influence of service recovery toward loyalty."