1,720,962 research outputs found
SERVICE RECOVERY IN THE PUBLIC HOSPITAL: EVIDENCE FROM THE INDONESIAN HEALTH SERVICE INDUSTRY
No full textThe main objective of the study is to examine if there is any relationship of service failure dimensions, complaint behavior, and complaint handling in the public hospital industry. The primary study was conducted in the capital city of Bengkulu province, Indonesia. The number of questionnaires distributed in the survey was 400 and 293 questionnaires were returned and analyzed. Friedman Test was employed to the dataset. The result of the analysis indicates that service failure constructs are related to patient complaint behavior patterns. Patients tend to complaint directly to the hospital or family than to channel their complaints through public actions. The result of the study also indicates that every service failure dimension requires a specific recovery strategy. Patients demand an apology from hospital for a service failure related to medical treatment errors. Patients would demand immediate response from hospital for any service failure related to dimension of physical evidences. However, patients would only demand an explanation when service failures are due to dimensions of poor information, costly service, complaint handling failure, and medical reliability failure. Indeed, the result of the study can be used by a hospital to design a recovery strategy
PENGARUH MOTIF PUJIAN PELANGGAN TERHADAP KOMITMEN PELANGGAN
Get PDFThe compliment given by customers is a valuable input for companies to improve performance in the future. Companies can minimize errors in service and increase customer satisfaction through policies to listen and respond positively to every complaint and compliment delivered by customers. The policy does not require a large investment, but the company only provides facilities and procedures that are not complicated for customers to deliver complaints or compliment to the company. Although research on compliment behavior has been carried out in developed countries, similar studies conducted by researchers in Indonesia are still limited. The results showthat customer compliment motives have an influence on commitment. This explains that the higher the level of motives of someone’s compliments, the higher the person's commitment to the company. Conversely, testing the hypothesis does not prove the relationship of motives of praise to commitment moderated by cultural factors and social factors
MOTIF PLAYERS DALAM PROSES PEMBELIAN VIRTUAL GOODS PADA PERMAIANAN GAME ONLINE
No full textGame online merupakan permainan komputer dimana pemain melakukan interaksi dengan menggunakan koneksi internet. Didalam permainan game online terdapat item seperti senjata, armours, gift, pet, dan lainnya yang sering dikenal dengan istilah virtual goods. virtual goods merupakan produk yang secara nyata dapat dirasakan manfaatnya dan dapat diterima secara logika meskipun kehadirannya melalui berbagai media/mekanisme lainnya seperti komputer dan perangkat digital lainnya. Untuk mendapatkan virtual goods dengan kualitas yang baik, maka pemain game online harus membelinya dengan uang (real-money trade). Menurut DFC Inteligence (2008), pasar game online akan mencapai $13 miliar dan lebih dari 40% pendapatan akan dihasilkan dari aset perdagangan virtual goods. Tentunya pemain game online memiliki motif yang berbeda dalam melakukan pembelian virtual goods tersebut. Motif dalam kehidupan manusia merupakan faktor yang mempengaruhi aktifitas yang dilakukan, hal ini dikarenakan setiap manusia memiliki kebutuhan. Dalam proses pembelian, motif juga memiliki peran yang sangat penting terhadap perilaku konsumen. Tujuan dari penelitian ini adalah untuk menganalisa motif pemain dan proses pembelian virtual goods pada permainan game online. Penelitian didasarkan pada variabel motif pembelian berupa : motif primer, motif selektif, motif rasional, dan motif emosional. Sedangkan indikator dari proses pembelian yaitu, pengenalan kebutuhan, mencari informasi, evaluasi alternatif, dan disonansi kognitif.Jenis penelitian yang digunakan dalam penelitian ini adalah penelitian deskriptif. Cara menarik sampel menggunakan metode nonprobability sampling dan jenis metode yang digunakan untuk mengambil sampel adalah purposive sample, dengan mengambil 100 responden yang pernah membeli barang virtual. Metode pengumpulan data menggunakan kuisioner dan wawancara. Adapun teknik wawancara pada penelitian ini yaitu menggunakan teknik in-depth interview. Wawancara dilakukan oleh tiga responden yang pernah membeli virtual goods. Metode analisis penelitian ini adalah statistik deskriptif yang berupa angka-angka yang dianalisis menggunakan tabel distribusi frekuensi, rata-rata, dan persentase. Kesimpulan dari hasil penelitian menunjukkan bahwa, pemain game online memiliki motif yang tinggi pada saat melakukan pembelian virtual goods. Mereka mengetahui bahwa karakter dalam permainan game online memiliki kemampuan yang kurang, sehingga mereka melakukan pembelian guna meningkatkan status karakter mereka dalam permainan game online. Pemain game online juga melewati berbagai proses pembelian seperti, pengenalan kebutuhan, mencari informasi, evaluasi alternatif, dan mengalami disonansi kognitif setelah melakukan pembelian virtual good
DAYA TARIK PERIKLANAN MENURUT MAHASISWA FAKULTAS EKONOMI UNIVERSITAS BENGKULU (STUDI KASUS PADA PRODUK ROKOK SAMPOERNA A MILD)
No full textPenelitian ini bertujuan untuk mengetahui perbedaan pemahaman iklan pada
dua kelompok mahasiswa (mahasiswa perokok dan mahasiswa tidak perokok), untuk mengetahui perbedaan jenis-jenis pesan iklan (humor, daya tarik rasa takut, slogan,
animasi dan iklan perbandingan) yang paling menarik di kalangan mahasiswa, bentuk media periklanan (televisi, radio, surat kabar, majalah dan brosur atau spanduk) yang
paling menarik di kalangan mahasiswa dan bentuk model atau pendukung iklan (bintang film, orang tidak terkenal, atlet, model dan tokoh fiktif) yang paling menarik di kalangan mahasiswa. Metode analisis yang digunakan adalah Uji Chi Kuadrad (X
2
) dimana metode pengambilan sampel menggunakan simple random sampling dengan
jumlah responden 109 orang mahasiswa perokok dan 156 orang mahasiswa yang tidak merokok
Dari hasil penelitian diketahui bahwa ada perbedaan pemahaman iklan dimana mahasiswa perokok dapat memahami iklan yang dilakukan oleh produsen rokok A Mild meskipun iklan yang ditampilkan selalu berbeda dalam waktu tertentu
sedangkan mahasiswa yang tidak merokok sulit untuk memahami iklan karena terlalu seringnya iklan rokok A Mild berubah dengan versi yang berbeda dan mereka
beranggapan bahwa tidak ada hubungannya antara iklan dengan produk yang diiklankan. Dari hasil penelitian ini juga menunjukkan bahwa ada perbedaan jenis-
jenis pesan iklan (humor, daya tarik rasa takut, slogan, animasi dan iklan perbandingan) yang paling menarik di kalangan mahasiswa dimana menurut
mahasiswa perokok yang paling menarik adalah humor sedangkan mahasiswa yang tidak merokok adalah animasi. Selain itu dari hasil penelitian ini menunjukkan bahwa
ada perbedaan bentuk media periklanan (televisi, radio, surat kabar, majalah dan brosur atau spanduk) yang paling menarik di kalangan mahasiswa dimana menurut mahasiswa perokok dan mahasiswa yang tidak merokok yang paling menarik adalah televisi. Dari hasil penelitian ini juga menunjukkan bahwa ada perbedaan bentuk model atau pendukung iklan (bintang film, orang tidak terkenal, atlet, model dan
tokoh fiktif) yang paling menarik di kalangan mahasiswa dimana menurut mahasiswa perokok yang paling menarik adalah bintang film sedangkan mahasiswa yang tidak merokok adalah tokoh fiktif
Impact of social comparison and peer pressure on iphone consumer happiness and innovativeness
Get PDFIn the era of rapid technological advancement, the conventional use of smartphones has undergone a transformative paradigm shift. The presence of Apple's iPhone has become a significant entity surpassing mere communication functions. This research explores the dynamics linking social comparison, peer pressure, consumer innovativeness, and user satisfaction in the context of iPhone usage. Engaging 319 iPhone users in Indonesia through a comprehensive online survey, data was collected, and 150 respondents met the specified criteria. The study employs Partial Least Squares analysis using the SmartPLS4 software. Empirical findings reveal a positive correlation between social comparison and peer pressure, exerting a substantial influence on consumer innovativeness. Interestingly, social comparison also has a positive impact on consumer happiness. However, the research finds that while peer pressure significantly contributes to consumer innovativeness, it does not affect consumer happiness. This investigation underscores the crucial role of social comparison and peer pressure in shaping consumer innovativeness and happiness. The study elucidates the complex interaction between psychological and social factors. By understanding the desire to differentiate oneself and seek social acceptance, this research enhances our understanding of consumer decision-making in iPhone usage, facilitating diverse perspectives on technology as a crucial element in social identity construction.
Going Beyond Counting First Authors in Author Co-citation Analysis
Get PDFThe present study examines one of the fundamental aspects of author co-citation analysis (ACA) - the way co-citation
counts are defined. Co-citation counting provides the data on which all subsequent statistical analyses and mappings
are based, and we compare ACA results based on two different types of co-citation counting - the traditional type that
only counts the first one among a cited work's authors on the one hand and a non-traditional type that takes into
account the first 5 authors of a cited work on the other hand. Results indicate that the picture produced through this non-traditional author co-citation counting contains more coherent author groups and is therefore considerably clearer. However, this picture represents fewer specialties in the research field being studied than that produced through the traditional first-author co-citation counting when the same number of top-ranked authors is selected and analyzed. Reasons for these effects are discussed
GREEN SERVICE
No full textThis article gives insight into the development of green service as an integral
domain with green marketing that brings much enthusiasm from academicians and
practitioners since the 1970s. A concern with the environment has been increasing
in line with the industrial revolution after world war two in which the demand for
various products brings a negative impact on the environment as an implication of
massive economic exploitation. Green is not only mentioned about a specific color
(e.g., leaf) but more than that it gives a broader understanding of eco-friendly,
social justice, economic development, and provides suitable conditions in our
environment. However, not all companies offer green products to the consumer.
This article also highlights briefly about several factors that make people refuse or
even skeptic and cynical of green practices by the companies, as well as toward the
green products (or services) that they produced
Variations on the Author
Get PDF“Variations on the Author” discusses two of Eduardo Coutinho’s recent films (Um Dia na Vida, from 2010, and Últimas Conversas, posthumously released in 2015) and their contribution to the general question of documentary authorship. The director’s filmography is characterized by a consistent yet self-effacing form of authorial self-inscription: Coutinho often features as an interviewer that rather than express opinions propels discourses; an interviewer that is good at listening. This mode of self-inscription characterizes him as an author who is not expressive but who is nonetheless markedly present on the screen. In Um Dia na Vida, however, Coutinho is completely absent form the image, while Últimas Conversas, on the contrary, includes a confessional prologue that moves the director from the margins to the center of his films. This article examines the ways in which these works stand out in the filmography of a director who offers new insights into the notion of cinematic authorship
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