432 research outputs found
DAMPAK SERVICE ENCOUNTER QUALITY TERHADAP SERVICE VALUE EVALUATION: STUDI PADA HIGHER EDUCATION SERVICE
No full textThis paper aims to examine the impact of service encounter quality on service value evaluation within a higher education context, especially in class learning process. Service encounter quality was approached with three dimensions, they are : instructor interaction competencies, instructor task competencies and student interaction competencies. Service value evaluation in this study was called as learning experience value. Some qustionares were distributed to 306 students in some classes. The data were analysed with multiple regression. The result showed there are significant impacst of the three dimensions of service encounter quality on the learning experience value.</jats:p
Peran Marketing Competency dalam Meningkatkan Keunggulan Bersaing
No full textFunctional area competencies are considered as sources of competitive advantage (Porter, 1994; Heene & Stanches, 1997; Cravens, 1996; Vickery el AI, 1993; Vickery et. Al, 1994), and marketing competency is one of them. Marketing competency construct is defined as the sum of the performed on 31 competitive items, weighted by importance and extent of marketing responsibility (Vickery et al., 1994).This study examines a model of relationships between marketing competency and business performance outcomes such as market share and market share growth. The questioners were sent to marketing managers from manufacture organizations at Jakarta. The instrument from Vickery et al. (1994), was used in this study. Regression was used to analysis this data. The result showed that marketing competency is related to business performance outcomes (in this case: market share and market share growth). So, It suggests that marketing competency is a source competitive advantage
MENGELOLA CUSTOMER VOICE UNTUK MENINGKATKAN POSITIVE WORD OF MOUTH DAN MARKETING RESEARCH COOPERATION
No full textPenelitian ini meneliti peran suara pelanggan untuk mendorong kata positif dari mulut dan pemasaran kerjasama penelitian dalam pelayanan pendidikan tinggi langka. Makalah ini bertujuan untuk menguji anteseden dan konsekuensi dari suara pelanggan dalam konteks pendidikan tinggi. Sebuah qustionnaire dikembangkan dengan langkah-langkah item yang menangkap konstruksi dalam model konseptual. Sebuah survei dari mahasiswa pendidikan tinggi dilakukan. Data dianalisis dengan SEM. Hasil penelitian menunjukkan ada pengaruh yang signifikan dari sebelumnya mengeluh pengalaman dan sikap terhadap mengeluh pada suara pelanggan. Dan suara pelanggan berdampak pada kata positif dari mulut dan pemasaran kerjasama penelitian.Research examining the role of customer voice to encourage positive word of mouth and marketing research cooperation in higher education service is scarce. This paper aims to examine the antecedents and consequences of customer voice within a higher education context. A qustionnaire was developed with item measures that captures the constructs in the conceptual model. A survey of higher education student was undertaken. The data are analysed with SEM. The result show there is a significant impact of prior complain experience and attitude toward complain on customer voice. And the customer voice have impact on positive word of mouth and marketing research cooperation.</jats:p
PEOPLE ROLE IN SER VICE DELIVERY : PERAN DOSEN DAN MAHASISWA DALAM PROSES PEMBELAJARAN DI KELAS
No full textEducational literatures suggest that there is mounting pressure from customers of higher education to close the gap between their expectation of institutional performance and the actual performance. Therefore, it is imperative that higher educations actively monitor the quality of their service. The overall course evaluation is one of the most significant trends in current higher eduction quality. This research concerns with the impact of instructor\u27 role and student role on the overall course evaluation. A questionnaire was developed with item measures that captures the constructs in the conceptual model. A survey of higher education student was undertaken. The data are analysed with multiple regression. The result showed that the instructor and student play a role in explaining student perceptions of the overall course evaluation.Keywords : The role of instructor, The role of student, The overall course evaluation, Higher education qualit
Mengelola Interaction Behavior Untuk Meningkatkan Service Encounter Satisfaction
No full textAbstrakTujuan – Penelitian ini bertujuan untuk menganasis peran penting perilaku interaksi dalam meningkatkan kepuasan mahasiswa terhadap service encouter dalam konteks pendidikan tinggiDesain/Metodologi/Pendekatan - Survei terhadap 455 mahasiswa universitas swasta di Jakarta telah dilakukan. Sebuah kuesioner telah dirancang terdiri dari sejumlah item yang dapat mengukur konstruk dalam model konseptual. Data dianalisis dengan SEM AMOS.Hasil - Hasil penelitian menunjukkan ada pengaruh yang signifikan dari perilaku interaksi terhadap kenyamanan pelanggan. Selanjutnya, kenyamanan pelanggan berdampak pada kepuasan pertemuan layanan. Pengaruh perilaku interaksi terhadap kenyamanan pelanggan lebih besar dibanding pengaruh kenyamanan pelanggan terhadap kepuasan pertemuan layanan. Teman ketiga dari penelitian ini adalah terdapatnya peran mediasi variabel kenyamanan –pelanggan dalam hubungan perilaku interaksi dengan kepuasan pertemuan layananKeterbaruan/Nilai - Penelitian yang meneliti peran kenyamanan pelanggan sebagai variabel mediasi dalam hubungan perilaku interaksi dengan kepuasan pertemuan layanan dalam layanan pendidikan tinggi masih jarang dilakukan. Abstract Purpose –This paper aims to analyze the role of interaction behavior to increasing service encounter saisfaction within a higher education context.Design/Methodology/Approach - A survey of 455 private university student in Jakarta was undertaken. A qustionnaire was developed with item measures that captures the constructs in the conceptual model. The data are analysed with SEM AMOS.Findings - The result show there is a significant impact of interaction behavior on customer comfort. Then, customer comfort have impact on service encounter satisfaction. The impact of interaction behavior on customer comfort is bigger than the impact of customer comfort on service encounter satisfaction. The third finding of this research is the role of customer comfort as mediating variable on relatioship between interaction behavior and service encounter saisfaction also significant.Originality/Value - The research that examining the role of customer comfort as mediating variable on relatioship between interaction behavior and service encounter saisfaction in higher education service is scarce.
MENGELOLA CUSTOMER VOICE UNTUK MENINGKATKAN POSITIVE WORD OF MOUTH DAN MARKETING RESEARCH COOPERATION
No full textPenelitian ini meneliti peran suara pelanggan untuk mendorong kata positif dari mulut dan pemasaran kerjasama penelitian dalam pelayanan pendidikan tinggi langka. Makalah ini bertujuan untuk menguji anteseden dan konsekuensi dari suara pelanggan dalam konteks pendidikan tinggi. Sebuah qustionnaire dikembangkan dengan langkah-langkah item yang menangkap konstruksi dalam model konseptual. Sebuah survei dari mahasiswa pendidikan tinggi dilakukan. Data dianalisis dengan SEM. Hasil penelitian menunjukkan ada pengaruh yang signifikan dari sebelumnya mengeluh pengalaman dan sikap terhadap mengeluh pada suara pelanggan. Dan suara pelanggan berdampak pada kata positif dari mulut dan pemasaran kerjasama penelitian.
Research examining the role of customer voice to encourage positive word of mouth and marketing research cooperation in higher education service is scarce. This paper aims to examine the antecedents and consequences of customer voice within a higher education context. A qustionnaire was developed with item measures that captures the constructs in the conceptual model. A survey of higher education student was undertaken. The data are analysed with SEM. The result show there is a significant impact of prior complain experience and attitude toward complain on customer voice. And the customer voice have impact on positive word of mouth and marketing research cooperation
Peran Customer Involvement Dan Corporate Image Dalam Hubungan E-Wom Dengan Purchase Intention
No full textThere are many studies about the impact of e-WOM on purchase intention. Rarely studies that focus on the role of customer involvement and corporate image in the relationship between e-WOM with purchase intension especially in education context. The purposes of this study are to investigate the moderating effect of customer involvement and mediating effect of corporate image in the relationsip between e-WOM with purchase intention in higher education. The sample are students of senior high school who have ever search for opinions or reviews through the internet before choosing the university. A SEM is used to asses the relationship of the researh model. The results show that customer involvement has moderating effect and corporate image has mediating effectc in relationship between e-WOM with purchase intention. These results provide new insight into the relationship model between e-WOM with purchase intention in higher educatio
PERAN PENTING SERVICE MARKETING MIX PADA EDUCATION SERVICE
No full textThis paper aims to examine the role of service marketing mix in education service business. A questionnaire was developed with item measurements that captures the constructs in the conceptual model. A survey of English language education business student was undertaken. The data are analyzed with multiple regression. The result show there is significant impact of service marketing mix on customer loyalty.Keywords: Service marketing mix, Loyalty, Education servic
HARAPAN PASAR TERHADAP LULUSAN UNIVERSITAS
No full textSome surveys, reveals that Quality Management can help organization to improve customers satisfaction. This study examines customers\u27 need and expectations of Universities\u27 graduates. The questionare were sent to human resources\u27 managers in Jakarta
Typhlocarcinops hirtus Ng & Rahayu 2020, n. sp.
No full text<i>Typhlocarcinops hirtus</i> n. sp. <p>(Figs. 62–64)</p> <p> <b>Material examined</b>. Holotype: male (10.6 × 8.1 mm) (MZB Cru 4810), Kuta, coll. 18 August 2006. Paratypes: 1 female (11.4 × 8.3 mm) (MZB Cru 4811), 2 females (10.9 × 7.5 mm, 13.8 × 10.2 mm) (ZRC 2018.0273), same data as holotype; 1 male (11.8 × 8.1 mm) (MZB Cru 4812), Sekotong, coll. 16 May 2009; 1 male (15.0 × 11.0 mm) (ZRC 2015.0486), Sekotong, coll. 10 May 2007; 1 male (7.1 × 5.2 mm) (ZRC 2018.0274), Teluk Kombal, coll. D.L. Rahayu, April 2014; 1 male (11.7 × 8.4 mm) (ZRC 2015.0485) Jerowaru, coll. 10 May 2004; 1 female (8.6 × 6.1 mm) (ZRC 2013.1756), Medana, coll. 12 June 2007; 3 males (5.3 × 4.0 mm, 5.4 × 4.0 mm, 4.5 × 3.4 mm) (ZRC 2018.0718), Kuta, coll. D.L. Rahayu, 19 August 2008. All locations in Lombok Island, Indonesia.</p> <p> <b>Diagnosis</b>. Carapace (Figs. 62A, B, 63B) 1.4−1.5 times broader than long, surface smooth, covered with short pubescence on surface, longer plumose setae on lateral and frontal margins, regions demarcated, H-shaped gastrocardiac grooves deep, distinct, anterolateral margin arcuate, lined with small granules, granules at junction with posterolateral margin separated by shallow indentation obscured by long setae; posterolateral margin subparallel, surface and margin with scattered tubercles. Front bilobed (Fig. 62B, C), with shallow median cleft, margin of each lobe convex. Orbit (Fig. 62C) short, bulbous ocular peduncles filling orbit, immovable, cornea small, pigmented. Epistome (Fig. 62C) relatively broad, triangular median lobe with median suture. Antennal peduncles long. Third maxilliped (Fig. 64A) with outer surface of merus covered with small granules on distal margin, outer margin straight, anteroexternal angle rounded; ischium squarish, distinctly longer and slightly broader than merus; exopod relatively stout. Chelipeds in male unequal, subequal in females (Figs. 61A, F, G, 63B), fingers of major chela smooth except for few tubercles hidden by row of long setae on dorsal surface of dactylus proximally, longitudinal ridge on dactylus and fixed finger; surface of palm pubescence, and with sparse long setae, outer lower surface of palm with tubercles continued to fixed finger proximally, cutting edges of fingers with prominent broad teeth; carpus and merus pubescence, margins covered with long setae; inner angle of carpus with sharp, denticulate protuberance (Fig. 63A). P2−P5 proportionally short (Figs. 62A, 63B), lateral surface, dorsal and ventral margins fringe with long setae; dactylus straight; merus of P5 not reaching front when folded. Fused thoracic sternites 1, 2 broadly triangular (Fig. 62D), proportionally narrow; thoracic sternites 3, 4 partially fused, with only lateral suture discernible. Male pleon (Figs. 62D, E, 64B) relatively broad; telson long, twice length of somite 6, subtriangular. G1 (Fig. 64 C–F) slender, slightly curved, upper half distinctly longer than lower half, distal part slightly sinuous, tip broad, pointed upward, with rows of setae near opening. Female pleon (Fig. 63C) broad, somite 1 reaching coxae of fourth ambulatory legs, tapering to pointed edge; telson subtriangular; vulva (Fig. 63D) relatively broad, ovate.</p> <p> <b>Etymology</b>. From the Latin <i>hirtus</i>, hairy, in allusion to the long setae covering carapace, chelipeds and ambulatory legs.</p> <p> <b>Remarks</b>. <i>Typhlocarcinops hirtus</i> <b>n. sp.</b> is superficially similar to <i>T. tonsuratus</i> from Australia, which is also a distinctly tomentose species. <i>Typhlocarcinops hirtus</i> <b>n. sp.</b> can be distinguished by its more transversely rectangular carapace with the width to length ratio 1.4‒1.5 (Figs. 62A, 63B) (versus carapace more squarish with the width to length ratio 1.2 in <i>T. tonsuratus</i>; Fig. 34A); the ischium of the third maxilliped is distinctly longer and slightly broader than the merus, with the inner and outer margins straight (Fig. 64A) (versus the ischium of the third maxilliped is only slightly longer than the merus, with the inner margin of the ischium slightly oblique in <i>T. tonsuratus</i>; Fig. 34B); and the G1 is slightly curved on the lower half, with the distal part sinuous, the tip broad and the opening has rows of setae setae (Fig. 64 C–F) (versus G1 strongly curved on lower half, the distal part gently curved upwards, the tip upcurved with two series of short and long setae distally in <i>T. tonsuratus</i>; Fig. 34 E–G).</p> <p> The general carapace shape and degree of setation on <i>T. hirtus</i> <b>n. sp.</b> closely resembles <i>Paraselwynia ursina</i> Tesch, 1918, described from nearby Kei Islands in the Moluccas. The first author managed to examine the type female (and only known specimen) and it is refigured here (Figs. 65, 66) as the original drawings by Tesch (1918) are somewhat schematic. <i>Typhlocarcinops hirtus</i> <b>n. sp.</b> differs from <i>Paraselwynia ursina</i> in having the dorsal surface of the carapace almost flat (Fig. 62C) (versus prominently domed and convex in <i>P. ursina</i>; cf. Fig. 65C); the frontal margin is distinctly bilobed with convex lobes (Fig. 62B, C) (versus frontal margin almost straight and entire in <i>P. ursina</i>; cf. Fig. 65B, C); ischium of the third maxilliped is subrectanguar with the merus quadrate (Fig. 64A) (versus ischium of third maxilliped subtrapezoidal with the merus subovate in <i>P. ursina</i>; cf. Fig. 66A); the setae are concentrated on the dorsal margin of the dactylus of the chela with the pollex mostly glabrous (Fig. 62F, G) (versus both fingers of the chela covered with very dense setae which partially obscures the surfaces in <i>P. ursina</i>; cf. Fig. 65F, G); the female pleon is narrowly ovate with the telson acutely triangular (Fig. 63C) (versus female pleon broadly ovate with the telson semicircular in <i>P. ursina</i>; cf. Fig. 65D); and the vulvae are smaller and positioned closer to the median line (Fig. 63D) (versus vulvae relatively larger and positioned further apart in <i>P. ursina</i>; cf. Fig. 65E).</p> <p> This is the only species of <i>Typhlocarcinops</i> known to live in the intertidal area, collected among seagrass in sandy mud substrate.</p> <p> <b>Type locality</b>. Kuta, southern Lombok Island.</p> <p> <b>Distribution</b>. Known only from Lombok Island, Indonesia, thus far.</p>Published as part of <i>Ng, Peter K. L. & Rahayu, Dwi Listyo, 2020, A synopsis of Typhlocarcinops Rathbun, 1909 (Crustacea: Decapoda: Brachyura: Pilumnidae), with descriptions of nine new species from the Indo-West Pacific, pp. 1-100 in Zootaxa 4788 (1)</i> on pages 75-78, DOI: 10.11646/zootaxa.4788.1.1, <a href="http://zenodo.org/record/3878222">http://zenodo.org/record/3878222</a>
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