...Bisnis & Birokrasi, Jurnal Ilmu Administrasi dan Organisasi, Mei—Agus 2010, hlm. 114-126 ISSN 0854-3844 Volume 17, Nomor 2 Pengaruh Kualitas Layanan terhadap Kepuasan Pelanggan dalam Membentuk Loyalitas Pelanggan DWI ARYANI1* dan FEBRINA ROSINTA2** 1 PT Human Resource Development Institute 2 Program Studi Ilmu Administrasi Departemen FISIP, Universitas Indonesia Abstract. The aim of the research is to analyze how the service quality can affect customer’s satisfaction in shaping costumer’s loyalty. The research is quantitative and uses non-probability purposive sampling technique. The instrument of the research uses questionnaires which were analyzed with Structural Equation Modeling. The result of the research shows that the five dimensions, i.e. physical evidence, empathy, reliability, quickness, and guaranty positively affect the service quality. The other results show that customer’s satisfaction is a preceding factor of customer’s loyalty. The direct effect of service quality on customer’s loyalty does not sustain the research, since the researcher did not find any significant direct relation between service quality and customer’s loyalty. Keywords: physical evidence, empathy, reliability, quickness, guaranty PENDAHULUAN Saat ini, iklim kompetisi dalam dunia perdagangan semakin terasa. Di sisi lain perubahan lingkungan yang demikian pesat semakin mendukung kompetisi yang sedang terjadi saat ini. Menurut Dick dan Basu (1994), salah satu tujuan utama...
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...being un-supervised. Other people in the community speed over the limit posted and children play there and may be hit or injured. Even though the children play in the street it cause a safety risk to drivers that don’t speed or drive wreck less do to the children running in and out of the streets without looking for cars. The children are our future and they need to be protected. When a person is looking to buy a future home they want to see a nice neighborhood that looks respectable and not as if it’s a bad neighborhood. The appearance of a home in my belief can say a lot about the people who live there. Someone who takes care of their home for example pressure washing, not trash in yard, paint nicely applied. Also there are some resident that don’t have the money but the residents should do as much as they can. To give an example of this a resident in my neighborhood has fixed the garage door which is tilted half way closed and it’s not very appealing. The appearance of a residents lawn as well as home its self make a community. A yard or lawn care should at the minimum have the grass mowed. The plants should be not over grown or deceased. Living in Florida the grass isn’t always...
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...The poor people usually depends of this places for basic things like food or sleep,without that help some of them don`t survive winter. Most of these institutions exist thanks to donations made it by average people and not government assistance. Every day there is more people living on the streets and the help is simply not enough, even when these kind of institutions exist. The people which suffer of poverty even when we see them like a kind of dog in the street, they are human and they want a decent life like normal people. Is normal to say that those poor people are living on the streets by their own choice, but like I said before, that is ignorance. That people suffer a lot of things, even things that we never going to feel, for example the hungry . The sad of these situations is that most of these people is...
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...Shepherd.Session1.Journal Growing up in the bible belt of America there is a church on nearly every street corner. Of course, I knew about God. I remember I had often passed by churches and thought of how I wished I could believe. To believe would give meaning and purpose for life in this cruel world. Although, the scientific facts we were subjected to in school managed to poke holes in what little faith I did have as a child. As I reflect on my life, I see my children have been my greatest achievement. I found my own happiness in being a mother. My joy came from watching them grow, teaching and nurturing them. I was living the life I had always dreamt of. The life I always wanted. Beautiful, healthy children and a caring, loving, hard working husband that allowed me to be a stay at home mom....
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...As a teacher it is your responsibility to not only present new material to the student but to teach them and to verify and monitor what information they are actually obtaining and processing. There are many forms of assessments that teachers can use to evaluate students understanding of lesson material. I will suggest a few methods that I will use in my secondary education mathematics classroom. The first strategy of monitoring I will discuss will be quizzes. There are multiple advantages for this form of testing. First, is that it easily produces recorded data. I can quickly grade multiple choice questions and record the students’ grade. Being able to record this grade will allow me to present scores to the parents when I am asked for a student’s progress. Another advantage to a quiz is the ability to assess both the entire class and each individual’s understanding on a topic. I will be able to look at the overall measurement and decide whether there is a need to review the topic or lesson, or if the class is ready to advance in the given studies. Also, by presenting multiple quizzes through the term the students and I can create a set format, which can help ease classroom anxiety. Another form of monitoring students’ progression through a lesson is homework. Homework can be one of the most effective methods for tracking mathematical progress. Assigning, collecting and grading homework can be a very timely way to gather information on how each student is progressing through...
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...Journal Chapter 1 & 2 This place is a closed community. In this community there are many strict rules And rituals they follow. The feeling in the society seems to be calm and peaceful. The community of elders are watching the kids constantly . I think that the fact that the people in the community must be all alike with no differences. Also I think that the fact that all of the kids gets their bicycles at the same time or celebrate their "birthday" at the same time is strange too. I think I would enjoy the volunteer hours because that if I'll volunteer in a thing I like I'll probably do it as my assignment as well. I think what will drive me crazy is that everyone has to be similar and unified so I will not be able to stand out or be special....
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...How to Find Specific Journal Articles: (by Mark James) This is a step-by-step guide to finding specific research articles that you have been given the complete reference for (e.g. for seminar readings listed on Moodle, or for articles cited in lectures). To find articles when you do not have a full reference for (e.g. when you’re looking for research on a topic/theory/model generally) please refer to the slide “Finding Sources” of the Study Skills slides provided on Moodle. All seminar readings are available to download via the University of Kent library website using the following steps. Example - how to find: Poropat, A.E. (2009). A meta-analytic analysis of the five-factor model of personality and academic performance. Psychological Bulletin, 135 (2), 322-38. Step 1: Go to http://www.kent.ac.uk/library/ - click ‘Search for journals” and enter title of the journal (e.g. Psychological Bulletin) here: Step 2: Click on one of the search results: Some journals are accessible through multiple providers (e.g. PsycARTICLES, Academic Search Complete, Wiley-Blackwell Full Collection), with varying levels of access. Check the date of the article you’re searching for was published and select a provider which holds the journal published that year. Step 3: A new window will pop up, and you will be asked to input your Kent username and password. Once provided you will be taken to the journal providers website. Select the year the reading was published (e.g. 2009)...
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...The Dynamics of Writing and Family “Most successful men have not achieved their distinction by having some new talent or opportunity presented to them. They have developed the opportunity that was at hand." -- Bruce Fairchild Barton, advertising executive and congressman Uncle would say, "There are certain inalienable truths you must accept." So when I raged about Atheists being disqualified for holding office in Arkansas or how it's illegal to carry a bible in Singapore, he'd say, "Write it down. Let it out." I've filled four journals. On an idle Thursday, when my mind was free of frustration, I read the crumpled, yellowed pages of my black leather journal and saw a natural progression from black to color. I had precisely captured all my experiences, but in an entirely aesthetic way. From then on, every time I opened my journal, I found myself in an unfamiliar environment writing to capture a mood or scene with creative language. It was my therapeutic getaway from reality. In the summertime, every Sunday, after taking a rattling cold bus, two smoky, humid subway trains, and picking up the best peanuts on 114th street, I would arrive at Riverside Park, New York. I wrote at least one piece every time I was there and shared my work with the same old man who perused the New York Times and the same skinny college student who sunbathed in her bikini. After noting any criticism they gave, I would return home, edit and embellish each piece. ...
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...Journals and Scientific Documents The purpose of journals and professional papers is to inform the public on a specific subject matter. These writings relate directly to a broad spectrum dependent on the edition or publication specifics. Of professional papers, several types can provide a scope of information and credibility toward a purveyance of technical or detailed information. The structure is usually even flowing and organized with particular information segments set out about the constituency of the writing. These papers, intended for publication in special interest journals, enhance the writers research, writing, and documentation capabilities as some of the information, not being his/her own will need to be accredited as if it is not, than plagiarism will be extrapolated. Journals, usually published by or for a particular subject matter or client, are detailed and accurate. There may be a UCLA journal, National Geographic Journal, or even a mechanic’s journal. The particulars of this, geared toward a particular audience and each entry, will usually comprise two titles sharing a general viewpoint for the nonprofessional and an entry specific title for the professional. The purpose of journals is to inform a group or individual of the credible elements related to a curriculum or scientific, professional, or academic scope. The writings or information in a journal may be composed of professional papers but the opposite is not the same. ...
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...Difference between journals and diaries:- The difference between a diary and a journal is that a diary is where you can write down what happened during the day and keep a record of stuff. A journal is to write your own personal feelings in, and things that happened, and how they happened. A diary is a report of what happened during the day—where you ate, who you met, the details that what was happened in the office, and who took whose side. It is a like a newspaper about you. A journal is completely different. A journal is about examining your life. It’s a GPS system for your spirit. Journals lead to insight, growth, and sometimes, achieving a goal. You can keep a journal in anything that feels comfortable and that’s portable–a spiral notebook, a bind book you have put together with lokta paper, index cards held together with a rubber band. You can use a computer; keep a blog, although that doesn’t work as well for me. But things on the internet are simply not private, password protected or not. To keep a journal on paper, pick a time of day to write. Keep it regularly. It makes it easier. Try that you didn’t stuck to an exercise program because then it can nailed it into schedule at a certain time. Writing works the same way. First thing in the morning, last thing at night, while eating lunch at your desk. Write with a good pen that feels good and whose color you like. In the beginning, you may have to set a time limit. Three minutes is good. Just write whatever comes...
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...goals.These moments that I share in this special relationship shape me to grow from the past and prepare for the future. Unfettered,capabilities to share my innermost thoughts allowed captivated watch as I begin to blossom into a mature strong being able to stand back and marveled as the story unfolded. A connection so powerful that others long for the ability to have their words caressed and accepted. My aptitude to cope with the grind of life increased as the pages filled up. The ivory shelf above my bed cradled the secret books housing the foundation of character built over the years, strengthen by an everlasting, unbreakable, and irreplaceable bond.Each page of my journal is a connection that provides me with the ability to purge, enhances personal growth, and tells the world my story. Writing in a journal is a means to purge. The remembrance of hastening home knowing that serenity would come once Iexpelled the battle rampant in my head, enabled me to function and endure long hours bursting with the bile of sentiments blaring for discharge.When reflecting...
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...Since the very beginning of my days as a student, I have despised literature. English has always been a subject that I dreaded. I do not loathe literature solely for my lack of writing skills, because I do enjoy reading, rather it’s the fact that I tend to lose my train of thought while writing an essay or while brainstorming an idea I want to address. I struggle with organizing my thoughts and making concise relationsHIPS[?][CONNECTIONS?] between literary texts and the assignments given by my teachers. The only time I do enjoy writing is when I can write freely in my journal. By writing in a journal, I do not worry about the grammar and organized aspect of writingCOMMA and it clears my mind. I find that I am able to write what I feel [easier ]MORE EASILY in my private journal versus writing an essay that will be graded. [NICE INTRO – CONTRARY TO YOUR TITLE, THIS SEEMS AS THOUGH IT’S GOING TO BE ABOUT YOUR JOURNAL WRITING VS. ACADEMIC WRITING, NOT GRAMMAR? ALSO, YOU NEED TO GET RID OF THIS EXTRA LINE BETWEEN PARAGRAPHS.] During [my ]seventh grade, in middle school, I had a very tough English teacher. Mrs. Carson was a very nice person outside of class[,]SEMI-COLON howeverCOMMA her toughness really displayed itself when she graded papers. Her main focus[ed] was grammar and clean organization rather than THE ideas of the topic. The entire year I struggled with her; each assignment I struggled to form my papers the way she would want and failed to remember the grammar rules and...
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...“I’ll have the same,” I said, handing my menu to the waiter. "I don't eat meat now," I told the table. "What?" Tim’s voice was high. Excited. "Since when?" I shrugged. "I've been thinking about it for awhile and decided it was time." It was a clever way to avoid the answer: Right now, in fact, because I want to be someone you admire, someone you have more in common with than Christine or anybody else. Someone you’d never want to leave. Tim raised his wine glass and spoke to everyone but only looked at me. "To us healthy, beautiful people." I smiled and felt the skin around my mouth being pulled up. For the first time in months, this actually felt true. 3. When I craved meat, I thought of Christine, of Tim, of all the vegetarians and vegans in the world with their elastic flesh and fragile limbs yet radiant skin and long, healthy hair. I was willing to ignore the temptations. Kill them off with ideas. I could be one of them—not just the meat eater who dated the vegetarian. It was still hard to avoid the things I craved like an addict though. Chili. Buffalo chicken dip. Lamb lollipops. Those burgers from The Abby. It was even harder introducing my new self to those who knew me as someone else. I traveled back home to New York with Tim one weekend in the summer and we were sitting around a campfire watching my father cook hot dogs over the flames. He asked me if I wanted the dog burnt...
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...Hook.session1.journal I would first sssy that this is my first class ever in College in US. I was half hearted, having kids and working full time. It was the best decision I ever made in my life. I've learned that education is very important and no amount of money can make feel the way you feel about yourself. I wouldn't change anything. I learned that if you have dreams no matter how big or small if you put your mind tonite, it will happen. Coming from a third world country it is important to finish College. Most of my family members have degrees. I am doing this not only to continue the legacy but also to be successful and make my kids proud of their Mommy. I can't stress enough to my kids how important education is....
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...Journal Today the guards came to the ghetto and we have never felt so scared. “ The Nazis will find us soon . There are not to many people left in the ghetto . This makes it easier for them to round up the ones who are holding out like us . If they find us , we may lose our lives. We have no choice.” ( p102) We have no choice but to go to the camps. Me and my brothers must stay together on the train. As we begin to gather our belongings my heart sinks to the floor. I feel as if I can not bear to leave this place that has been a home to us in thick and thin. We take our last looks “ every detail, every corner. This will have to live in my memory until we return.” ( p 103 ) . As we arrive at the railroad station , I feel trapped. All the...
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