Minggu, 30 Mei 2010

ANALISA PENGARUH TIPE KEPRIBADIAN DAN GAYA KOMUNIKASI PUBLIC RELATIONS MANAGER HOTEL ”X” SURABAYA DALAM MEMBANGUN HUBUNGAN BAIK DENGAN MEDIA DAN MENINGKATKAN PUBLISITAS

JURNAL MANAJEMEN PERHOTELAN, VOL. 2, NO. 2, SEPTEMBER 2006: 86-96

AUTHOR:
Adriana Aprilia
Junaedi Wijaya
Yenny Wiyanto

ABSTRACT:
This research aims to examine the influence of personality type and communication style of public relations hotel “X” Surabaya on media relations and also to examine whether good media relations can increase publicity. It also aims to examine the effectiveness of personality type and communication  style from the journalist’s point of view. It is a qualitative research. Result reveals that personality type and communication style influence good media relations. Nevertheless, good media relation has less effect in increasing publicity. The journalist stated that the personality type and communication style shown by the PR manager have been effective.

Keywords: personality type, communication style, good media relations, public relations, media, publicity.

FULL TEXT: FREE DOWNLOAD

Sabtu, 29 Mei 2010

HASIL PENDAFTARAN (LISTING) PERUSAHAAN/USAHA SENSUS EKONOMI 2006

Berita Resmi Statistik No. 05/01/Th. X, 2 Januari 2007

FREE DOWNLOAD

AUTHOR:
BADAN PUSAT STATISTIK (BPS.GO.ID)

OVERVIEW:

  1. Hasil final pendaftaran (listing) perusahaan/usaha Sensus Ekonomi (SE06) menunjukkan bahwa jumlah seluruh perusahaan/usaha di luar sektor pertanian tercatat sebanyak 22,7 juta, yang terdiri dari 9,8 juta (43,03 persen) berusaha pada lokasi tidak permanen dan 12,9 juta (56,97 persen) berusaha pada lokasi permanen. Dibandingkan tahun 1996, jumlah perusahaan/usaha meningkat 6,3 juta, atau 3,32 persen per tahun.
  2. Berdasarkan skala usaha, sebagian besar perusahaan/usaha merupakan Usaha Mikro (UM) dan Usaha Kecil (UK), dengan persentase masing-masing 83,43 persen dan 15,84 persen. Sedangkan jumlah perusahaan/usaha yang merupakan Usaha Menengah dan Besar (UMB) hanya 166,4 ribu atau tidak lebih dari satu persen terhadap seluruh perusahaan/usaha.
  3. Jumlah tenaga kerja yang terserap mencapai 50 juta orang. Sekitar 38,7 juta orang  (77 persen) bekerja pada perusahaan/usaha dengan lokasi permanen, sementara sisanya bekerja pada perusahaan/usaha di lokasi tidak permanen. Menurut skala usaha, 62,68 persen bekerja pada usaha mikro, 21,91 persen pada usaha kecil, 5,39 persen pada usaha menengah, dan 10,02 persen pada usaha besar.
  4. Pulau Jawa mendominasi jumlah perusahaan/usaha sebanyak 14,5 juta (64 persen) diikuti oleh Pulau Sumatera dengan jumlah perusahaan/usaha sebanyak 4,0 juta (18 persen).
  5. Menurut lapangan usaha perdagangan besar dan eceran merupakan kegiatan ekonomi terbesar, mencapai 10,3 juta perusahaan/usaha (45 persen) diikuti industri pengolahan dan hotel, penginapan dan rumah makan minum yang masing–masing mencapai 3,2 juta perusahaan/usaha (14,17 persen) dan 3,0 juta perusahaan/usaha (13,26 persen).

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INVOLVEMENT AND TRUST IN A BRAND AS PREDICTORS OF LOYALTY CATEGORIES

SINERGI
KA JIAN BISNIS DAN MANAJEMEN
Vol. 9 No. 1, Januari 2007, Hal. 37 - 51

AUTHOR:
Licen Indahwati Darsono

ABSTRACT:
Customer loyalty is the most valuable asset for the firm. Several researchs find that customer loyalty is positively related with profitability. The purpose of this research is to investigate the power of involvement and trust in a brand (as cognitive and conative antece-dent of loyalty) to predict loyalty categories. Dick and Basu (1994) conceptualization of loyaly is used as the main reference in this research.
The object of this research is facial whitening product, and the subjects are women. Data is collected in two central locations in Yogyakarta. The finding of this research indi-cates that involvement and trust in a brand has a contribution to predict loyalty categories, such as loyal, latent loyalty, spurious loyal, and no loyalty. The results also support that trust in a brand has more important contribution to predict loyalty categories.

Keywords: involvement, trust in a brand, relative attitude, repeat patronage

FULL TEXT: FREE DOWNLOAD

Jumat, 28 Mei 2010

EFEKTIVITAS IKLAN TELEVISI SABUN PEMBERSIH MUKA DI KOTA YOGYAKARTA (Pendekatan Consumer Decision Model)

SINERGI
KA JIAN BISNIS DAN MANAJEMEN
Vol. 9 No. 1, Januari 2007, Hal. 1 - 21

AUTHOR:
Albari

ABSTRACT:
Promotion via TV is believed to be effective for communicating advertising recall and information’s to consumers, but relatively high cost. This research is aim at examining the effectiveness of promotion via TV done by several facial soap producers: Biore, Ponds and Dove through Consumer Decision Model (DCM) perspective. From regression analysis we can find that advertising recall has positive affect to brand recognition, confidence, attitude and intention to buy; brand recognition has positive affect to consumer confidence and attitude; consumer confidence and attitude has positive affect to intention to buy; and confidence or attitude as intermediate variable to advertising recall and intention to buy. ANOVA analysis shows that there is a significant difference of consumer perception on advertising recall (Biore), brand recognition, and consumer attitude. There is no difference of intention to buy based on budged, age and consumer job.

Keywords: promotion effectiveness, consumer decision model, consumer good

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It's Back to Black for Duravit!

Duravit introduce a revamp to their fabulous iconic Vero Collection with a contemporary twist.  White for baths and sanitaryware has ruled in the bathroom for at least 20 years, enhancing a cool, calm feeling and far removed from the strong colours of the 60s and 70s.  

The Vero Black Collection is chic and cutting edge in a stunning high gloss black, and the signature piece of the Collection is undoubtedly is the imposing rectangular basin.  Choose from 50,80 and 100cm basins, and either one or two tap holes.
White for baths and sanitaryware has ruled in the bathroom for at least 20 years, enhancing a cool, calm feeling and far removed from the strong colours of the 60s and 70s. 

The New Duravit Collection – Vero Black is the new and bold choice. As in the kitchen where strong colours have had a renaissance, high gloss is also returning.  Classy painted fronts harmonise with glossy ceramic surfaces to give bathroom furniture a unique, high-quality look.  All ladies have the "little black dress" which can be dressed up or down with accessories; black has always stood for exclusivity and elegance, adding style to an outfit, or a room when used in the home.
The tradition of black and white
Fashion trends eventually repeat themselves, but with subtle twists and reinventions. The same is true of black in the bathroom. From dazzling Art Deco themes in the 1920s and 30s to the safe designs of black and white in the 1950s with the advent of television and new technology reflected in fabrics and chinaware, this is a look that never goes out of fashion.
 The Vero washbasins, toilets and bidets also come with a special WonderGliss surface finish to help them remain clean and attractive for a long time to come.


Rabu, 26 Mei 2010

CONTOH KUESIONER: KEPUASAN, BRAND TRUST, DAN LOYALITAS AUDIENS

Berikut adalah contoh kuesioner untuk: kepuasan, kepercayaan dan loyalitas pendengar radio.


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Judul penelitiannya adalah The Influence of Audiesnce Satisfaction towards Brand Loyalty by Using Brand Trust as Intervening Variable. 
  1. Kepuasan adalah perbedaan antara harapan dan kinerja atau hasil yang diharapkan. 
  2. Brand trust is feeling of security held by the consumer in his/her interaction with the brand, that it is based on the perceptions that the brand is reliable and responsible for the interests and welfare of the consumer.
  3. Loyalitas merupakan dorongan perilaku untuk melakukan pembelian secara berulang-ulang. 

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Selasa, 25 Mei 2010

ANALISIS HUBUNGAN ANTARA KEPUASAN KARYAWAN DAN KEPUASAN PELANGGAN DENGAN MEDIASI KUALITAS PELAYANAN STUDI PADA MAGISTER MANAJEMEN UNIVERSITAS ISLAM INDONESIA

SINERGI
KA JIAN BISNIS DAN MANAJEMEN
Edisi Khusus on Marketing, 2005, Hal. 41 - 58

AUTHOR:
Diah Fitriani
Sunardji Daromi

ABSTRACT:
Penelitian ini menganalisa hubungan antara kepuasan karyawan dan kepuasan pelanggan dengan mediasi kualitas pelayanan. Penelitian ini bertujuan untuk menguji hubungan antara kepuasan karyawan dan kepuasan pelanggan dan variabel-variabel apa yang mendorong terciptanya kepuasan karyawan dan kepuasan pelanggan. Selain itu, penelitian ini juga bertujuan untuk mengetahui tingkat kepuasan pelanggan terhadap kualitas pelayanan. Pengujian hipotesis penelitian dilaksanakan dengan menggunakan uji kolerasi dan uji selisih nilai mutlak. Hasil penelitian ini dapat membuktikan adanya hubungan antara kepuasan karyawan dan kepuasan pelanggan dengan kualitas pelayanan yang berfungsi sebagai moderating variable. Secara keseluruhan dosen dan karyawan menyatakan puas, terutama pada dimensi pimpinan. Sedang faktor dominan dari kualiatas pelayanan yang  mempengaruhi kepuasan pelanggan adalah dimensi responsiveness. Dalam hal ini, secara keseluruhan mahasiswa menyatakan puas dan menilai kualitas pelayanan MM UII berada pada kategori baik.

Kata Kunci: Kepuasan, Pelayanan, Pelanggan dan Kualitas

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Determinants of Planned and Impulse Buying: The Case of the Philippines

Asia Pacific Management Review 2004, 9(6), 1061-1078

AUTHOR:
Ben Paul B. Gutierrez

ABSTRACT:
The paper investigates factors influencing planned and impulse purchases in six personal care product categories. This study utilizes a behavioral measure, rather than an attitudinal measure of planned/impulse purchase. Data consist of 982 product purchases of 502 consumers in urban Philippines. Results show that product category, purchase frequency, brand comparison, and age are significant factors influencing planned and impulse purchases. There is no relationship found between planned/impulse purchases and attitudinal shopping values, surrogates for retail search strategies. Implications for retail management are identified.

Keywords: Planned/impulse buying; Epistemic/hedonic search strategies; Retailing

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Senin, 24 Mei 2010

Retail Shoppability: A Measure Of The World’s Best Stores

Retail Industry Leaders Association 2005 (International Standard Book Number: 0-9766719-0-5, produced and First Printing: March 2005 in The United States Of America)

AUTHOR:
Dr. Raymond R. Burke

OVERVIEW:
The ultimate goal of retailing is to bring together supply and demand; to provide consumers with a selection of goods and services that satisfy their needs profitably. During the last 30 years, retailers have made considerable progress on the supply side, developing sophisticated logistical systems to streamline product distribution, manage inventory, allocate shelf space efficiently, and replenish stocks on a just-in-time basis. Stores can now do a much better job of providing consumers with the right product at the right place at the right time.
The news is not as good on the demand side. Retailers continue to have difficulty creating shopping environments that engage consumers’ needs and convert these desires to purchases. One critical concern is with product proliferation and duplication. Manufacturers rely heavily on line extensions to increase volume, and retailers (often mistakenly) believe stocking more products means selling more products. This has led to an explosion in the number of products available in many retail channels. In the 1950’s, a typical U.S. grocery store carried about 5,000 different items; in the 1990’s, the number topped 30,000. Today, a supercenter carries upwards of 100,000 products! This dramatic increase in the number of products and the expanding footprint of retail stores has made it increasingly difficult for consumers to find their way through stores, differentiate between brands, and assess product quality. In a 2001 consumer survey reported by Marketing Week, 75% of consumers agreed, “These days there are so many products and services that it’s often hard to choose which is best for me.” Further, 78% of consumers said, “Companies like to pretend that their brands are really different, but actually there’s rarely any substantial difference between them.”

FULL TEXT: FREE DOWNLOAD

Minggu, 23 Mei 2010

GROWING IMPORTANCE OF STUDYING “IMPULSE PURCHASE”

The Business Wallpaper, Volume 2 Issue 2, April 2007

AUTHOR:
Siti Nor Bayaah Ahmad and
Abdul Aziz bin Mohamed

ABSTRACT:
The sense of smell is often used to stimulate and attract customer attention. Researchers have generally differentiated scents along three different, although not necessarily independent dimensions (Spangenberg et al., 1996). They include the affective quality of the scent (e.g., how pleasant it is), its arousing nature (e.g., how likely it is to evoke a physiological response), and its intensity (e.g., how strong it is). In the United States, retail outlets such as Body Shop and Crabtree & Evelyn sell scented bath oils and soaps along with fragrant catches to create their own unique identity. In large department
stores, walking through a cosmetic department can be made more enticing to an impulse purchaser as fragrances are offered to be sniffed and sprayed on their arms (Kovach, 1999).
Applying the  Mehrabian and Russell model to a retail environment, Donovan and Rossiter (1982) showed that two dimensions of affect, namely pleasure and arousal, could predict customer behavior in retail settings. The pleasure displeasure dimension reflects the degree, to which a person feels happy, joyful, good or satisfied with the situation, whereas the arousal nonarousal dimension taps the degree to which a person feels alert, excited, timulated or active in a particular situation. Donovan et al. (1994) found that pleasant environments contribute to extra time and unplanned shopping. So becoming aware of the buying environment can help you see what items you are more likely to spend impulsively on and give you the power to say NO. But sometimes you cannot just let go a good deal, right? Maybe it is a good thing if you could ask yourself several questions before proceeding with your purchase; questions like “Have I bought items like this before and never used them? Am I buying it because it makes me feel better? Am I making a purchase I can’t really afford? Giving extra effort in thinking about your purchase can help you decide whether the purchase is really necessary and keep you from mindlessly spending on useless items. Be honest and ask yourself why you are buying a particular item.
According to Philip Hesketh in his book titled "Life's a Game So Fix the Odds", (2005), we go  through life like a person riding a horse; the horse is 95% of the whole and we are just 5%. The horse is our subconscious mind and we are the rider. In many situations, we the rider is not in control of the horse. Buyer's remorse is but one of the many things we do to justify what our "horse" made us do.

FULL TEXT: FREEDOWNLOAD

Sabtu, 22 Mei 2010

THE IMPACT OF SITUATIONAL FACTORS ON PURCHASING OUTCOMES IN THE CROATIAN HYPERMARKET RETAILER

EKONOMSKI PREGLED, 57 (11) 730-752 (2006)

AUTHOR:
Ivan-Damir Anić
Sonja Radas

ABSTRACT:
This paper applies Belk’s taxonomy (1975) to examine the impact of situational factors on shoppers’ purchasing outcomes in the Croatian hypermarket setting. It explores how store environment, social surroundings, temporal perspective, shopping task and antecedent situational dimensions infl uence the amount of money spent and number of items purchased. The model itself was tested with data collected from a consumer survey, carried out in the Croatian hypermarket setting. Data was analyzed using descriptive statistics, including one-way analysis of variance. Research results indicate that social surroundings, high perceived density and large-scale shopping were factors that signifi cantly  contribute to higher level of purchasing outcomes. The longer a shopper stays inside the store, the more she or he spent. Shopping outcomes were shown to be the highest on Saturday and for shoppers who patronized one or two stores as compared to other days and other shopper types respectively. Contrary to expectations, no statistically signifi cant difference in purchasing outcomes was found across shopper types grouped by store atmospheric responses, travel time to store and time of the day shopping. By using this model, retailers may better predict the consumer response to situational  factors, and thus can design a store strategy that will encourage particular pattern of shoppers’ behaviour.

Key words: hypermarket retailer, situational factors, consumer in-store purchasing behaviour, purchasing outcomes, store management

FULL TEXT: FREE DOWNLOAD

Jumat, 21 Mei 2010

Spent Resources: Self-Regulatory Resource Availability Affects Impulse Buying

JOURNAL OF CONSUMER RESEARCH, Inc. ● Vol. 33 ● March 2007

AUTHOR:
KATHLEEN D. VOHS
RONALD J. FABER

ABSTRACT:
This research investigated impulse buying as resulting from the depletion of a common—but limited—resource that governs self-control. In three investigations, participants’ self-regulatory resources were depleted or not; later, impulsive spending responses were measured. Participants whose resources were depleted, relative to participants whose resources were not depleted, felt stronger urges to buy, were willing to spend more, and actually did spend more money in unanticipated buying situations. Participants having depleted resources reported being influenced equally by affective and cognitive factors and purchased products that were high on each factor at equal rates. Hence, self-regulatory resource availability predicts whether people can resist impulse buying temptations.

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CONTOH KUESIONER: BAURAN PEMASARAN DAN KEPUTUSAN PEMBELIAN

Kuesioner ini disusun pada tahun 2007, dan telah sedikit dimodifikasi, yaitu sebagai instrumen penelitian yang berjudul:
ANALISIS FAKTOR-FAKTOR DALAM BAURAN PEMASARAN YANG BERPENGARUH TERHADAP KEPUTUSAN PEMBELIAN SEPEDA POLYGON DI SURABAYA


Berikut adalah abstraksi dari penelitian tersebut:
The Analysis of Factors in Marketing Mix which Influence towards Purchase Decision on Bycycle Polygon in Surabaya

In making purchase decision, there are many stimuli that influence consumers, such as marketing mix, environment, and individual characteristics. Marketing mix is the controllable variable, whereas, the others are can not be control by firm. Yet, firm must arrange its marketing mix agree with the others. Hence, this study is aimed to know the factors in marketing mix which influence towards purchase decision on bycycle Polygon in Surabaya, as Polygon has been attempting to arrange its marketing strategy as well as possible to meet the other factors influence the purchase decision. This study uses the exploratory factor analysis and is advanced by multiple linier regression. The sample used is 132 respondents who have purchase and untill now still use the Polygon bike. All The respondents selected in this study are also the member of Polygon Club in Surabaya.
The result of research that conveys that the analysis of factors in marketing mix can explain that the formed factors in marketing mix consists of five factors, they are product characteristics and attributes (factor I), promotion (factor 2), place (factor 3), product variation (factor 4), and price (factor 5). Then, by using the multiple linier regression can be revealed that the factors in marketing mix which significantly influence towards purcase decision making are product characteristics and attributes (factor I), promotion (factor 2), and place (factor 3). Whereas, the two other factors they are product variation (factor 4) and price (factor 5) do not significantly influence towards purcase decision making.

Key word:marketing mix, purcase decision, exploratory factor analysis, multiple linier regression

Kamis, 20 Mei 2010

Measuring Impatience: Elicited Discount Rates and the Barratt Impulsiveness Scale

Munich Personal RePEc Archive (MPRA) Paper No. 1524, posted 07. November 2007

AUTHOR:
Robert J. Oxoby
Kendra N. McLeish

ABSTRACT:
We explore intertemporal decision making to test the extent to which elicited discount rates and a self-reported scale of impatience measure the same behavioral characteristic. We conduct experiments in which we elicit discount rates using monetary rewards and a self-reported measure of impatience (the Barratt Impulsiveness Scale, BIS-11). Although researchers have utilized these measures to infer aspects of intertemporal preferences, we find no significant correlation between discount rates and the BIS-11 except in the special case where discount rates were elicited after individuals were primed with negative feedback.
KEYWORDS: intertemporal choice, impulsiveness, discounting, experiments

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Rabu, 19 Mei 2010

The Influence of Culture on Consumer Impulsive Buying Behavior

JOURNAL OF CONSUMER PSYCHOLOGY, 12(2), 163–176

AUTHOR:
Jacqueline J. Kacen
Julie Anne Lee

ABSTRACT:
Impulse buying generates over $4 billion in annual sales volume in the United States. With the growth of e-commerce and television shopping channels, consumers have easy access to impulse purchasing opportunities, but little is known about this sudden, compelling, hedonically complex purchasing behavior in non-Western cultures. Yet cultural factors moderate many aspects of consumer’s impulsive buying behavior, including self-identity, normative influences, the suppression of emotion, and the postponement of instant gratification. From a multi-country survey of consumers in Australia, United States, Hong Kong, Singapore, and Malaysia, our analyses show that both regional level factors (individualism–collectivism) and individual cultural difference factors (independent –interdependent self-concept) systematically influence impulsive purchasing behavior.

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EKSPEKTASI PELANGGAN DAN APLIKASI BAURAN PEMASARAN TERHADAP LOYALITAS TOKO MODEREN DENGAN KEPUASAN PELANGGAN SEBAGAI INTERVENING (Studi Kasus pada Hypermarket Carrefour di Surabaya)

JURNAL MANAJEMEN PEMASARAN, VOL. 1, NO. 2, OKTOBER 2006: 53-64

AUTHOR:
Hatane Semuel

ABSTRACT:
This research on customer behavior of modern stores is to investigate the direct influence between customer expectation and retail marketing mix application towards customer loyalty of modern stores in Surabaya. In addition to this, it is also to see indirect influence of customer satisfaction as an intervening variable. 400 customers of Carrefour Surabaya are taken as samples, and the result of the research proves that there is a negative direct influence of customer expectation as well as customer satisfaction towards customer loyaly of modern stores.; while retail marketing mix application has a positive influence. Retail marketing mix application has more dominant influence than customer expectation. The result of the research also shows that customer satisfaction has positive intervening between customer expectation retail marketing mix application towards customer loyalty of modern stores in Surabaya.
Keywords: customer expectation, retail marketing mix, loyalty

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Selasa, 18 Mei 2010

HUBUNGAN ANTARA PHYSICAL EVIDENCE, PEOPLE, PROCESS, DAN KEPUASAN, DENGAN LOYALITAS

Jurnal Sains Manajemen dan Akuntansi STIE STAN – IM, Volume 1 No. 1, September 2009

AUTHOR:
Ivan Aries S

ABSTRACT:
Studi ini mengkaji tiga aspek tambahan dalam marketing mix yaitu physical evidence, people dan process. Ketiga komponen tersebut selanjutnya dihubungankan dengan kepuasan, dan kepuasan dihubungkan dengan loyalitas. Bagi para peneliti pemasaran, kepuasan dan loyalitas pelanggan merupakan konstruk yang penting karena diyakini mampu memberikan sejumlah keuntungan bagi suatu organisasi. Sampel sebanyak 80 pasen pada sebuah rumah sakit di Bandung. Dengan menggunakan teknik analisis jalur, hasil studi menunjukkan bahwa physical evidence dan proces merupakan prediktor yang signifikan bagi pembentukan kepuasan, dan kepuasan merupakan prediktor yang signifikan bagi loyalitas.Implikasi dan keterbatasan studi disajikan pada bagian akhir.

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Senin, 17 Mei 2010

The Effects of Marketing Mix Elements on Brand Equity

Croatian Economic Survey 2005
Published on Privredna kretanja i eknomska politika (Economic Trends and Economic Policy) No. 102, 2005, pp. 30-59


AUTHOR:
Edo Rajh, Research Associate, The Institute of Economics, Zagreb

ABSTRACT:
The structural model of the effects of marketing mix elements on brand equity is defined in line with the existing theoretical findings. Research hypotheses are defined according to the identified structural model. In order to test the defined structural model and research hypotheses empirical research was conducted on the sample of undergraduate students of the Faculty of Economics and Business in Zagreb. Research results indicate that the structural model has an acceptable level of fit to the empirical data. The estimated structural coefficients and indirect effect coefficients indicate the direction and intensity of effects of each analysed element of marketing mix on brand equity. Finally, implications of research results for the theory and practice of brand management are analysed and discussed.
Keywords: brand equity, brand, strategic brand management, marketing mix

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Minggu, 16 Mei 2010

Pengaruh Kualitas Layanan terhadap Nilai Pelanggan Kepuasan Pelanggan dan Perilaku Pasca Pembelian (Studi pada Pelanggan PT Matahari Putra Prima, Tbk di Jawa Timur)

JURNAL APLIKASI MANAJEMEN, VOLUME 5, NOMOR 3, DESEMBER 2007

AUTHOR:
Selmi Dedy

ABSTRACT:
Higher competition in retail business and greater consumer rationality for shopping during economic crisis put the retail business challenged to maintain their customers and customers' expense total. Service quality dissemination becomes a main retail strategy essentially for the success of the  company. Smite qualify affects customer value, customer satisfaction and post-purchasing behavior. The objective of research has been analyzing and explaining: the effect of service qualify on customer value, the effect ofservice quality on customer satisfaction, the effect of service quality on the post-purchasing behavioR, the effect of customer value on the customer satisfaction, the effect of customer value on the post purchasing behavior; and the effect of customer satisfaction on post-purchasing behavior. Sample of the study includes 180 customers of PT Matahari Putra Prima Tbk, with matahari club card (MCC) in three regions, Surabaya, Malang, and Jenzber. Proportional sampling technique comes into consideration. Questionnaire becomes a main instrunzent to collect the data. Secondary data develop from PTMatahari Putra Prima, Tbk. Descriptive statistic and structural equation modeling (SEM) seem be used to analyze the results of research while t test examines the hypotheses of research. The results of this study shows that service quality has non significant and positive effect on post-purchasing behavior, service quality has significant andpositive effect on customer satisfaction, service quality has significant andpositive effect on customer value, customer value has significant and positive effect on post-purchasing behavior: value to customer has non significant andpositive effect on customersatisfaction; customer satisfaction has significant and positif effect on post-purchasing behavior.
Keywords: service quality, customer value, customer satisfaction, post-purchasing behavior


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Pixelated Pop in a Classic Bath

 Check out the graphic and sunny space that De Meza + Architecture + Interiors designers Gregg De Meza, Jennifer Gustafson and Michelle Nelson created for this year’s San Francisco Decorator Showcase.  
Here is a stylish, modern and sassy take on one of the hardest working rooms in any house—the bathroom.  De Meza + Architecture + Interiors  stuck true to the traditional bathroom structure and original details while simultaneously adhering to serious design composition with tiny black and white tiles custom designed blending to the shower with the quote ‘wash behind your ears’. The use of traditional iconic bathroom finishes - the black and white tiles is a great reinvention of a classic look, with the remaining space detailed to perfection. A vanity units co-ordinates with the detail of existing cabinets and a slider on the medicine cabinet glides open to reveal a vibrant yellow backdrop.  The result is a chic, modern bathroom that blends comfortably in a traditional house. 
These tile came from Trend Tiles USA.  Soak is a dealer for Bisazza and have a display which features a fabulous streaming section of Bisazza tiles.

Sabtu, 15 Mei 2010

STUDI TENTANG KUALITAS PELAYANAN DAN KEPUASAN KONSUMEN Dl RUMAH SAKIT ISLAM MANISRENGGO KLATEN

DAYASAING, Vol.3 (No.2), Tahun 2002, pp. 65-74. ISSN 1411-3422.

AUTHOR:
Muhammad Wahyuddin
Azis Slamet Wiyono



ABSTRACT:
The purpose of this research is to examine the influence of the service quality of medical,  paramedical, and medical support for consumers' satisfaction in Islamic Hospital Manisrenggo Klaten. The relevant data are taken with questioner. The research population is all consumers or customers, and the samples are teken from the last week consumers of November and the first week of December 2005. The sampling technique is that of purposive sampling. Data analysis method used are ‘validity and reliability test of questioners, multiple regression analysis, t-test, fit-test, and classical assumption test.
The results show that the questioners are valid and reliable. F-test shows that all variables of service quality have significant influence for consumers' satisfaction. The t-test result shows that each variable of service quality has significant positive influence for consumers’ satisfaction variable at the 10% significant level. Fit-test shows that the model in this study has sharp, and the rersult of classical assumption test shows that there is no problem about it. The conclusion from the results above is the medical service quality, paramedical service quality, and medical support service quality have significant positive influence for consumers' satisfaction in Islamic Hospital, in Manisrenggo Klaten.

Keywords: service quality, consumers ' satisfaction.

FULL TEXT: FREE DOWNLOAD

Jumat, 14 Mei 2010

Segmentation of the spiritual tourism market

Australian & New Zealand Marketing Academy (ANZMAC) Conference 2009

AUTHOR:
Farooq Haq
Leonce Newby
John Jackson

ABSTRACT:
This exploratory research paper acknowledges the value of segmentation in deepening a positioning strategy when the market segments are effectively defined and penetrated. This study aimed at expanding spiritual tourism segmentation knowledge. The methodological approach used was theoretically justified by adopting the first part of the four phase segmentation process model as the framework for this spiritual tourism segmentation study (Goller, Hogg and Kalafatis 2002). In-depth interviews were conducted with a convenience sample of spiritual tourism consumers and providers in Australia and Pakistan. It was concluded that a distinctive attitudinal characteristic of spiritual tourists,   their tendency toward inclusivity or exclusivity, offered the most appropriate base for segmenting the 
spiritual tourism market.
Keywords: Segmentation, spiritual tourism, marketing, strategy.


FULL TEXT: FREE DOWNLOAD

Kamis, 13 Mei 2010

CONTOH KUESIONER: SERVQUAL DAN KEPUASAN PELANGGAN RUMAH MAKAN

Berikut bisa didownload contoh kuesioner kualitas layanan dan kepuasan, konsumen rumah makan. Untuk pengukuran kualitas layanan digunakan SERVQUAL Measurement dari Parasuraman dkk (1988), sedang kepuasan konsumen diambil dari Customer Satisfaction Measurement dari Dutka (1994). 

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Pengukuran kepuasan pelanggan dapat menggunakan atribut-atribut yang menggambarkan bagaimana pelanggan menilai suatu layanan. Atribut pembentuk kepuasan pelanggan tersebut merupakan atribut yang bersifat universal, dimana atribut-atribut tersebut harus didefinisikan dan diklasifikasikan dalam penelitian kepuasan pelanggan. Seperti dikemukakan oleh Dutka (1994, p.41) bahwa atribut-atribut tersebut meliputi: 

1.      Attribute related to the product yaitu atribut – atribut yang berkaitan dengan produk, yang meliputi:
a.      Product design, merupakan proses untuk mendesain dan fungsi produk yang menarik. Bila banyak pelanggan yang tertarik berarti dapat meningkatkan penjualan sehingga otomatis pendapatan badan usaha juga meningkat.
b.     Product quality, merupakan penelitian secara keseluruhan dari mutu suatu produk. Suatu produk barang atau jasa memiliki kualitas atau mutu untuk membandingkan dengan badan usaha lain yang sejenis. Untuk mengukur kualitas suatu produk atau jasa tiap badan usaha membuat standart mutu untuk tiap produknya.
c.      Product features, merupakan suatu ciri atau karakteristik tertentu dari produk yang dimiliki oleh suatu badan usaha dimana produk yang dihasilkan badan usaha tersebut yang membedakannya dengan produk pesaing.
d.     Product reliability and consistency, merupakan keakuratan dan kehandalan suatu produk yang dihasilkan oleh badan usaha dalam jangka waktu tertentu.
e.      Product benefit, merupakan manfaat yang diperoleh pelanggan dengan mengkonsumsi produk yang dihasilkan oleh suatu badan usaha dapat dijadikan dasar positioning yang membedakan badan usaha tersebut dengan badan usaha lain. Persaingan antar badan usaha sejenis semakin kompetitif, setiap badan usaha menawarkan produk dan kualitas yang hampir sama. Diferensiasi produk dapat dijadikan dasar positioning, ada banyak faktor diferensiasi produk salah satunya adalah melalui pendekatan harga produk yang dijual. Pelanggan dalam membuat keputusan pembelian pertama – tama yang dilihat adalah harga. Bila badan usaha menetapkan harga yang lebih rendah dari pesaingnya tapi memberikan kualitas yang baik, maka pelanggan  akan  puas.  Hal  ini otomatis  juga akan  menguntungkan  badan lusaha karena dapat menarik konsumen lebih banyak.
f.       Range of products or service, merupakan macam dari produk atau jasa yang ditawarkan oleh badan usaha. Dalam suatu badan usaha tidak hanya satu macam produk atau jasa saja yang ditawarkan tapi bervariasi. Untuk badan usaha yang bergerak di bidang makanan maka pasti ada produk lain yang ditawarkan selain makanan, misalnya dijualnya kartu keanggotaan supaya pelanggan mendapat fasilitas yang lebih dari pelanggan yang tidak memiliki kartu keanggotaan.
g.      Value price relationship, merupakan hubungan antara harga yang ditetapkan oleh badan usaha untuk dibayar oleh pelanggan dengan nilai atau manfaat yang diperolehnya. Apabila nilai atau manfaat yang diperoleh pelanggan melebihi apa yang ditawarkan, maka kepuasan pelanggan akan tercapai. Karakteristik badan usaha jasa pada dasarnya berbeda jika dibandingkan dengan badan usaha yang bergerak di bidang barang. Pada badan usaha jasa yang ditawarkan pada pelanggannya sesuatu yang tidak berwujud sebelum terjadi transaksi pembelian, jasa tersebut tidak akan dapat dilihat, diraba, didengar, atau dicium. Setelah pelanggan melakukan transaksi pembelian terhadap jasa, maka pelanggan dapat merasakan apa yang telah dibelinya, jika pelanggan merasakan puas, maka pelanggan akan menjadi loyal terhadap badan usaha tersebut.
2.    Attribute related to service yaitu atribut – atribut yang berkaitan dengan servis atau jasa, yang meliputi:
a.      Guarantee or warranty, merupakan jaminan yang diberikan oleh suatu badan usaha atas produk yang dihasilkan yang dapat dikembalikan jika tidak memuaskan.
b.     Delivery, merupakan layanan antar sampai ke rumah pelanggan disekitar keberadaan badan usaha. Pada layanan antar ini menunjukan 3 hal yang sangat pentingan yaitu kecepatan, keakuratan, dan ketepatan dari proses pengiriman suatu produk.
c.      Complain handling, merupakan kesediaan dari badan usaha dalam menangani keluhan-keluhan dari pelanggan. Badan usaha yang dapat memberikan tanggapan secara cepat terhadap keluhan pelanggan maka itu merupakan pesan yang disampaikan badan usaha kepada pelanggannya mengenai keunggulan yang dimiliki oleh badan usaha tersebut.
d.     Resolution of problem, merupakan kemampuan badan usaha dalam memecahkan masalah yang dihadapi oleh pelanggan. Usaha yang dilakukan badan usaha adalah membekali tiap karyawannya dengan keahlian tertentu untuk memecahkan masalah yang dihadapi. Selain itu, pihak badan usaha juga dapat mendengarkan secara rinci apa yang menjadi keluhan pihak pelanggannya dan dengan senang hati membantu pelanggan mencari solusi masalah tersebut.
3.    Attribute related to purchase yaitu atribut – atribut yang berkaitan dengan  pembelian, yang meliputi:
a.      Communication, merupakan proses penyampaian informasi atau pesan yang dilakukan oleh karyawan kepada pelanggan.
b.     Courtesy, kesopanan, keramah-tamahan, dan rasa hormat karyawan dalam melayani pelanggan.
c.      Company reputation, merupakan reputasi dari suatu badan usaha berkaitan dengan kredibilitasnya yang dapat mempengaruhi keputusan membeli dari pelanggan. Maksudnya reputasi yang dimiliki suatu badan usaha akan mempengaruhi pandangan dari pelanggan terhadap badan usaha tersebut, dimana reputasi yang baik akan mempengaruhi persepsi pelanggan untuk membeli produk.
d.     Company competence, yaitu kemampuan dan pengetahuan dari karyawan suatu badan usaha untuk memberikan layanan yang baik kepada pelanggan.
e.      Ease or convenience of acquisition, merupakan kemudahan yang diberikan oleh badan usaha kepada pelanggan untuk memperoleh produk yang dihasilkan badan usaha tersebut.

Rabu, 12 Mei 2010

SPONSORSHIP: IMPACT ON BRAND AWARENESS AND BRAND ATTITUDES

SMQ / VOL. VIII / NO. 1 / SPRING 2002

AUTHOR:
Geoffrey Jalleh
Robert J. Donovan
Billie Giles-Corti
C. D’Arcy J. Holman

ABSTRACT:
Sponsorship is a rapidly growing tool in both commercial and social marketing areas, in Australia and  overseas. Australian health promotion foundations distribute substantial funds to arts, sports, and racing organizations for the opportunity to have these organizations’ events sponsored by health promoting organizations. However, in spite of substantial commercial and health expenditures, there has been little published systematic evaluation of sponsorship. Recent years have seen far more attention to this area. This article presents the results of a study designed to evaluate sponsorship effectiveness in terms of its two main communication objectives: brand awareness and brand attitude. Two health and four commercial sponsorships were evaluated at two major sporting events. Overall, the data suggest that sponsorship can influence both brand awareness and brand attitude, and that the health sponsorships had more impact than the commercial sponsors studied. These and other data confirm the potential usefulness for greater use of sponsorship in social marketing  campaigns.

FULL TEXT: FREE DOWNLOAD

And the shoes have it!

The all-time favourite accessories of most ladies are shoes, so with that in mind we thought we'd show you some alternative ideas!


Many people have a bath in their bathroom, but probably not a bath looking like this!






Sicis produced some stunning designs .... 




.. and now for something completely different!

That's right, cactus in stiletto shoes!


So what better way to combine shoes and plants?  Beats growing something in your old wellies.  They are available from Giddy Spinster in the US and she will ship to the UK (without the soil and cactus).  "these shoes are used/ upcycled. The concept is about hard-working women, the increasingly artificial nature of American femininity, and the impossible images that women face in our society. It's a prickly, spiky, sticky situation..."  

Remember, Ginger Rogers did everything Fred Astaire did, but backwards and in high heels. ~Faith Whittlesey


Selasa, 11 Mei 2010

PERAN BAURAN PEMASARAN TERHADAP PERILAKU PEMBELIAN KONSUMEN

JURNAL EKONOMI & BISNIS NO. 3, Jilid 9, Tahun 2004, PP. 125-137

AUTHOR:
Hotniar Siringoringo

ABSTRACT:
Salah satu perilaku konsumen yang menarik bagi perusahaan adalah perilaku pembelian. Berbagai  penelitian dan kajian telah dilakukan untuk mempelajari perilaku pembelian konsumen dan bagaimana  bauran pemasaran mempengaruhi perilaku pembelian tersebut. Penelitian ada yang dilakukan terhadap  konsumen di lokasi yang berbeda, baik beda negara maupun beda kota tempat tinggal. Perbedaan lokasi ini membentuk konsumen dengan latar belakang budaya yang berbeda. Budaya konsumen sudah diteliti sebagai variabel moderating perilaku konsumen. Penelitian dalam bauran pemasaran juga sudah banyak dilakukan. Penelitian dalam membentuk model perilaku konsumen juga sudah banyak dilakukan. Kajian-kajian penelitian yang membahas pengaruh strategi pemasaran terhadap perilaku konsumen juga sudah banyak dilakukan.
Kata Kunci : sikap, perilaku, pengambilan keputusan, keterlibatan

FULL TEXT: FREE DOWNLOAD

Senin, 10 Mei 2010

CUSTOMER SATISFACTION IN BANKS: CONCEPTS AND MEASURMENT

Value Frontiera ltd.

AUTHOR:
G. Alaba Olusemore, FCIB
Managing Consultant/CEO
Nesbet Consulting Limited, Lagos

ABSTRACT:
Against the backdrop of the keen competition engendered by the recent banking sector reforms in Nigeria, this paper argues that the greatest challenge facing banks relates to how best to provide excellent services so as to attract and retain customers. In this regard, it is imperative for each bank to set its standards in terms of service quality and continuously measure performance against such standards so as to determine existing gaps and how they can be closed.
To assist banks in setting standards of performance, the author calls attention to common sources of customer dissatisfaction. These sources of discontent include inflexibility in providing services owing to a desire to adhere strictly to existing rules, undue delays in attending to customers’ needs and requests, poor record keeping and lack of courtesy by bank employees. 
The author also offers useful tips for banks that are desirous of putting in place customer satisfaction programmes. One of the basic pillars of such a programme is for every employeee to imbibe the culture of service excellence. Management of the organization must also be prepared to review and re-design existing systems and processes for service delivery. Furthermore, it is crucial to benchmark against industry practice, both locally and internationally.

FULL TEXT: FREE DOWNLOAD

Minggu, 09 Mei 2010

Influence of Service and Product Quality towards Customer Satisfaction: A Case Study at the Staff Cafeteria in the Hotel Industry

World Academy of Science, Engineering and Technology, 53,  2009

AUTHOR:
Dayang Nailul Munna Abang Abdullah
Francine Rozario

ABSTRACT:
The main objectives of this study were to identify attributes that influence customer satisfaction and determine their relationships with customer satisfaction. The variables included in this research are place/ambience, food quality and service quality as independent variables and customer satisfaction as the dependent variable. A survey questionnaire which consisted of three parts to measure demographic factors, independent variables, and dependent variables was constructed based on items determined by past research. 149 respondents from one of the well known hotel in Kuala Lumpur, MALAYSIA were selected as a sample. Psychometric testing was conducted to determine the reliability and validity of the questionnaire. From the findings, there were positive significant
relationship between place/ambience (r=0.563**, p=0.000) and service quality (r=0.544**, p=0.000) with customer satisfaction.
However, although relationship between food quality and customer satisfaction was significant, it was in the negative direction (r=- 0.268**, p=0.001). New findings were discovered after conducting this research and previous research findings were strengthened by the results of this research. Future researchers could concentrate on determining attributes that influence customer satisfaction when cost/price is not a factor and reasons for place/ambience is currently becoming the leading factor in determining customer satisfaction.
Keywords: Ambience, Customer Satisfaction, Food Quality, Service Quality.

FULL TEXT: FREE DOWNLOAD

Sabtu, 08 Mei 2010

Service delivery in private residence clubs: A study based on product attributes as varied by location with one brand

Hospitality & Tourism Management
International CHRIE Conference-Refereed Track
University of Massachusetts - Amherst, Year 2009

AUTHOR:
Amy Gregory
Jeannie Hahmy
Denver E. Severtz

ABSTRACT:
The luxury timeshare segment of the larger lodging industry merits further investigation due to the customer/owner relationship. This study uses a quantitative case study, and supported the relationship between satisfaction, value and loyalty. The study revealed the need for significant improvement in the resolution of service problems. The study is limited in that it studies the units of one company and thus calls for additional satisfaction and loyalty studies for this unique niche.
Key Words: satisfaction, loyalty, service delivery, case study, fractional ownership, private residence  clubs

FULL TEXT: FREE DOWNLOAD

Jumat, 07 Mei 2010

A New Approach to Customer Satisfaction, Service Quality and Relationship Quality Research

Australian & New Zealand Marketing Academy (ANZMAC) Conference 2000
 Visionary Marketing for the 21st Century: Facing the Challenge

AUTHOR:
Byron Sharp
Narelle Page
John Dawes


ABSTRACT:
In this paper we outline an overall approach for tracking service and relationship quality that differs substantially from the conventional paradigm. The conventional attitude-based approach relies on assumptions about the link between evaluations of service quality and subsequent behaviour which are not supported by the substantive body of research findings about buyer behaviour. The attitude-based approach also requires inferences to be made concerning what aspects of service provision determine the attitudes. Unfortunately the traditional approach is still widely practiced in commercial market research, as well as practised and taught in Universities. We therefore now explain a different approach which looks directly at service provision by using descriptive non-attitudinal measures and seeks to relate these to observed buying behaviours of interest. The approach has been trialled across a number of service categories and markets with promising results.


FULL TEXT: FREE DOWNLOAD

Kamis, 06 Mei 2010

Outdoor Advertising: The “Brand” Communication Medium of the 21st Century

Outdoor Advertising Association of America, Inc., November 1999

AUTHOR:
James M. Maskulka

INTRODUCTION:
Marketers’ recognition of the increasing importance of brands as perhaps the firm’s most important strategic asset requires a fundamental rethinking of conventional business and marketing strategies. Not only must this re-thinking apply to brand management, but equally as well to brand communication strategies. Successfully managing brands today requires a creative portfolio of relevant media strategies that extends well beyond the “safe bets” of previous generations of advertisers. Today, generating awareness and enhancing an existing image are merely the price of entry to compete in a given market. Today’s consumers are yesterday’s Generation Xers — complete with short attention spans and the ubiquitous “been-there-done-that” attitude. Spontaneity reigns supreme in leisure activities, music, entertainment and receipt of information. Memory is relative. Something computers have; so, “Why do I need it they ask?” It is against this backdrop of a profound cultural and technology-driven shift in communicating that the media of 21st century are evaluated and that the future of outdoor advertising is presented.
The basic premise of this paper is that layout and design limitations imposed by the intrinsic nature of the outdoor medium frequently requires the creative talent of both the advertising agency and the client advertiser to rediscover the essence of a client’s brand. Case histories will be discussed in this paper in the context of: 1) the role of brands, 2) understanding the linkage between establishing brand attitude and advertising, 3) “managing” shifts in brand attitude dictated by consumer trends, competitor actions and/or information processing strategies of consumers. While this paper is primarily about the outdoor medium the discussion takes place in the context of all media. New angles on media usage and perspectives on how consumers are likely to use media in the future are additional topics discussed.

FULL TEXT: FREE DOWNLOAD OUTDOOR ADVERTISING

Rabu, 05 Mei 2010

Service Quality Attributes Affecting Customer Satisfaction for Bus Transit

Journal of Public Transportation, Vol. 10, No. 3, 2007

AUTHOR:
Laura Eboli
Gabriella Mazzulla

ABSTRACT:
In this article a tool for measuring customer satisfaction in public transport is proposed. Specifically, a structural equation model is formulated to explore the impact of the relationship between global customer satisfaction and service quality attributes. The public transport service analyzed is the bus service habitually used by University of Calabria students to reach the campus from the urban area of Cosenza (southern Italy). To calibrate the model, some data collected in a survey addressed to a sample of students were used. The proposed model can be useful both to transport agencies and planners to analyze the correlation between service quality attributes and identify the more convenient attributes for improving the supplied service.

FULL TEXT: FREE DOWNLOAD

Election Fever Colours!

Thought we'd have a little fun as we are on the final countdown to election day here in the UK.


In no particular order ....


Green


Look out for CWE - Catalano Water Efficiency; a brand that means reduced water consumption (only 3 . 4.5 litres per flush), combined with ease of cleaning due to the surface of the enamel causing maximum fluidity.  This is now recognised with a new trademark and international certificates; CWE.  So improve your eco credentials as well as choosing from a brand that brings an extra special something that only Italian design can do.

Red


Fabulous taps and showers from Gessi; get off to an invigorating start to the day or ease those knotted muscles.  Pick from a selection of colours for the latest innovation in taps.


Yellow / Orange / Gold 


Select from a wide range of furniture, and in the Calidris range there are fabulous wood finishes such as smoked oak, as well as Mandarin.


Blue


The colour of water, so why not the Happy D bath from Duravit.



Selasa, 04 Mei 2010

The Value of Exposures Provided by Outdoor Advertising: A Critique of Outdoor Advertising Visibility Adjustments

White Papers, Magic Media, February, 2006

AUTHOR:
Charles R. Taylor
John C. Kozup
Jimmy McAndrew

OVERVIEW:
In an article entitled, “The Creative Heresy in Audience Measurement, ”Ephron and Philport argue that some measure of creative effect should be factored into computation of the size of audience likely to see an outdoor advertising display. The basic idea is that some physical attributes of a billboard, such as angle to the road, distance to the road, display size, etc, and their interactions should be factored into the size of audience estimate, along with a measure of noticeability, based on creative effects included in the ad. We assert that the fundamental value of outdoor advertising lies in the exposures that it generates and that discounting the value of these exposures is problematic, both in terms of measuring true cost per thousand exposures and in comparison to other media.
Because traditional measures of recall grossly understate the effectiveness of outdoor advertising (Young 1984), it is important to closely examine the value of the exposures generated by outdoor advertising. If anything, the current measurement system may undervalue the exposures provided by outdoor advertising due to the following factors:
  1. In addition to the reach that is possible through outdoor advertising, one of the fundamental strengths of the medium is high frequency. There is considerable evidence available that the cumulative effect of repeated exposures is higher than the effect of a series of individual, isolated exposures.
  2. Outdoor advertising is typically viewed in a less cluttered environment than most other media. As a result, an individual outdoor ad is more likely to be seen by the viewer than is the case in many other media.
  3. The locational advantage of many outdoor ads is so profound that many local businesses who use outdoor advertising do not have alternative media that can provide exposures to their target market.


FULL TEXT: FREE DOWNLOAD OUTDOOR ADVERTISING

WONDER WALL – Tap in to the current trend for nostalgic florals

Tiles are not only functional and hygienic they can really add the wow factor to your bathroom.


A contemporary style is to link an ensuite with a bedroom to create a boudoir boutique and this can be done with tiles that reproduce the effect of wallpaper, so instead of one wall with floral wallpaper you can continue your idea by having one wall tiled with ultra-feminine flowers and the remaining walls with plain matching tiles that compliment the design. Alternatively the decorative tiles can be used to define separate areas such as a wet room.


Soak can offer a range of floral patterns tiles with lustrous jeweled designs in a variety of delicate shades, metallic finishes and subtle imaginative patterns or dramatic ultra-feminine styles and add chic or provide texture.

Naturally you will want some striking furniture to enhance the wonder walls and you can make a selection from rubber, high gloss lacquer or wood finishes, so you have somewhere to store all those essential bathroom items and you choose from a wide number of basin options – ceramic, glass or resin, and they come in a variety of shapes and sizes.


If you want the ultimate luxury, and you have the space, a free-standing bath completes the look and gives you a haven of peace to bathe in. For those with a busier lifestyle a walk-in shower or wet room offers a practical solution. You can have a pure wet room with no glass, minimalist glass screens – the generous space is an indulgence on its own. Alternatives are a fully enclosed tray or cubicle, whatever floats your boat!


For those who prefer a minimalist or more neutral look rather than artistic floral designs there is plenty of choice from calm neutral soothing shades to elegant metropolitan finishes.


Soak are premier dealers for some of the finest European manufacturers and have a larger showroom with these options on display, and for those that like their chic cheaper there are some ex-display items available at 50% off.

Soak is based in Reform Road, Maidenhead which is just off the A4 (near Maidenhead Bridge) and are open Mon-Fri 9 – 5 and Sat 10 – 4.

Senin, 03 Mei 2010

ANALISIS PENGARUH PIONEER- STATUS SEBUAH MEREK TERHADAP SIKAP KONSUMEN DALAM KATEGORI PRODUK VITAMIN C 500mg

JURNAL MANAJEMEN PEMASARAN, VOL. 1, NO. 2, OKTOBER 2006: 74-80

AUTHOR:
Cynthia Yulita Wardayanti
Staf pengajar Fakultas Ekonomi, Universitas Kristen Petra, Surabaya

ABSTRACT:
Penelitian ini menguji pengaruh status pionir sebuah merek terhadap sikap konsumen dalam kategori produk tablet hisap vitamin C 500mg dengan membandingkan sikap konsumen terhadap Vitacimin sebagai merek pionir dan Xon-Ce sebagai merek pengikut. Pengaruh pengetahuan konsumen tentang status pionir merek Vitacimin diuji dengan membagi sampel menjadi dua kelompok, yaitu kelompok yang tahu tentang status pionir (pioneer-status) merek Vitacimin (Kelompok 1) dan kelompok yang tidak tahu bahwa Vitacimin merupakan merek pionir (Kelompok 2). Hasil penelitian ini menguatkan penelitian-penelitian sebelumnya bahwa konsumen mempunyai sikap yang lebih baik terhadap merek pionir daripada terhadap merek pengikut, namun penelitian ini gagal membuktikan bahwa pengetahuan konsumen tentang status pionir sebuah merek mempunyai pengaruh signifikan terhadap sikap kosumen.

Kata kunci: merek pionir, merek pengikut, pengetahuan tentang status pionir, Vitacimin, Xon-Ce.

FULL TEXTFREE DOWNLOAD PIONEER-STATUS MEREK

Measuring Brand Image: Shopping Centre Case Studies

International Review of Retail, Distribution and Consumer Research (2002) 12 (4): 353-373

AUTHOR:
Charles Dennis
John Murphy
David Marsland
Tony Cockett
Tara Patel

ABSTRACT:
‘Branding’ is well known for consumer products. Power has shifted from manufacturers’ brands towards retailers’. Branding may become more important for shopping centres. The authors firstly investigated qualitatively. Shoppers described centres in ‘personality’ terms. One in-town centre was ‘dull, boring and old-fashioned … not exciting, just OK’. A larger regional centre was ‘trendy, prestigious … strong, vibrant, big and colourful’.
Secondly, the authors evaluated quantitatively. Their method was applied to six UK shopping centres, via a questionnaire survey of 287 shoppers. The ‘strong and vibrant’ centre scored significantly higher than the ‘dull and boring’ one. ‘Pro-active marketing’ is central to UK shopping centres. Despite ‘branding’ being little used, active brand management of shopping centres can pay rewards in  customer numbers, sales turnover and rental income.

Keywords: Shopping centres; Branding; Image; Attractiveness.

FULL TEXT: FREE DOWNLOAD BRAND IMAGE

POTRET BISNIS RITEL DI INDONESIA: PASAR MODERN

Economic Review ● No. 215 ● Maret 2009

PENULIS:
Marina L. Pandin

INTRODUCTION:
Bisnis ritel adalah penjualan barang secara eceran pada berbagai tipe gerai seperti kios, pasar, department store, butik dan lain-lain (termasuk juga penjualan dengan sistem delivery service), yang umumnya untuk dipergunakan langsung oleh pembeli yang bersangkutan.
Bisnis ritel di Indonesia dapat dibedakan menjadi 2 kelompok besar, yakni Ritel Tradisional dan Ritel Modern. Ritel modern pada dasarnya merupakan pengembangan dari ritel tradisional. Format ritel ini muncul dan berkembang seiring perkembangan perekonomian, teknologi, dan gaya hidup masyarakat yang membuat masyarakat menuntut kenyamanan yang lebih dalam berbelanja.
Ritel modern pertama kali hadir di Indonesia saat Toserba Sarinah didirikan pada 1962. Pada era 1970 s/d 1980-an, format bisnis ini terus berkembang. Awal dekade 1990-an merupakan tonggak sejarah masuknya ritel asing di Indonesia. Ini ditandai dengan beroperasinya ritel terbesar Jepang ‘Sogo’ di Indonesia. Ritel modern kemudian berkembang begitu pesat saat pemerintah, berdasarkan Kepres no. 99 th 1998, mengeluarkan bisnis ritel dari negative list bagi Penanaman Modal Asing. Sebelum Kepres 99 th 1998 diterbitkan, jumlah peritel asing di Indonesia sangat dibatasi.
Saat ini, jenis-jenis ritel modern di Indonesia sangat banyak meliputi Pasar Modern, Pasar Swalayan, Department Store, Boutique, Factory Outlet, Specialty Store, Trade Centre, dan Mall / Supermall / Plaza. Format-format ritel modern ini akan terus berkembang sesuai perkembangan perekonomian, teknologi, dan gaya hidup masyarakat.
Pasar Modern, salah satu jenis pasar ritel yang diperkenalkan pada era 1970-an, disebut-sebut sebagai format ritel yang mengalami perkembangan yang sangat baik dalam 5 tahun terakhir. Bagaimanakah sebenarnya geliat Pasar Modern dalam kurun waktu tersebut? Siapa sajakah pemain-pemain utamanya, dan apa sajakah tantangan-tantangan yang dihadapi Pasar Modern dimasa mendatang? Tulisan ini akan membahas perkembangan Pasar Modern dan siapa saja pemain-pemain utama bisnis ini. Tulisan ini juga akan membahas tantangan-tantangan apa saja yang dihadapi oleh Pasar Modern kedepannya.

FULL TEXT: FREE DOWNLOAD PASAR MODEREN

Minggu, 02 Mei 2010

CONTOH KUESIONER: PERBEDAAN PERSEPSI KONSUMEN

Berikut adalah contoh kuesioner mengenai perbedaan persepsi konsumen terhadap dua varian produk. Kuesioner ini disusun pada tahun 2005, yaitu pada saat Astra Honda mengeluarkan Karisma X 125 dan Karisma X 125D. 


Untuk mengetahui seberapa besar perbedaan persepsi atas merek Karisma X 125 dan Karisma X 125D tersebut maka dilakukan analisis differential threshold yang akan mencari di titik mana konsumen bisa merasakan perbedaan antara kedua jenis produk tersebut. Semakin positif tingkat differential threshold yang ditemukan di antara Karisma X 125 dan Karisma X 125D  maka semakin bagus. Namun apabila tingkat yang terbentuk bernilai kurang dari 1 maka differential threshold tidak dapat dirasakan.
Schiffman dan Kanuk (1997:149) menjelaskan bahwa differential threshold merupakan perbedaan minimal yang dapat dideteksi di antara dua stimuli yang serupa (jnd = just noticeable difference). Engel dkk. (1995:479)meyebutkan bahwa difference threshold merupakan perubahan terkecil atas intensitas stimulus yang bisa diperhatikan oleh konsumen secara individual. 


Engel, James F., Roger D. Blackwell, dan Paul W. Miniard. Consumer Behavior. Ninth Edition. United States of America: The Dryden Press. 1995.

Schiffman, Leon G. dan Leslie Lazarkanuk. Consumer Behavior. Sixth Edition, New Jersey: Prentice-Hall International Inc. 1997.

Kajian Bisnis Franchise Makanan di Indonesia

JURNAL MANAJEMEN & KEWIRAUSAHAAN, VOL. 7, NO. 1, MARET 2005: 83-98

AUTHOR:
Dewi Astuti

ABSTRACT:
Bisnis franchise makanan di Indonesia berkembang dengan cepat. Beberapa faktor yang mendorong pertumbuhannya adalah ciri-ciri dari franchise itu sendiri, meningkatnya daya beli, tersedianya sumber daya dengan keahlian yang dibutuhkan, return on investment yang tinggi serta faktor internal seperti motivasi, kepribadian yang terbuka serta perubahan gaya hidup 
Kata kunci: franchise, studi pemasaran, studi keuangan.

Other Descriptions:
Food franchising business in Indonesia is growing up very fast. Factors that urge the growth are the specific characteristics of franchise inself, the rise of market demand, the availability of skilled labor, the high of return on investment and the internal factors such as the motivation, personality and the changing life style.
Keywords: Franchise, Marketing studies, Financial studies.

FULL TEXT: FREE DOWNLOAD FRANCHISE

Sabtu, 01 Mei 2010

ANALISIS DAMPAK SERVICE PERFORMANCE DAN KEPUASAN SEBAGAI MODERATING VARIABLE TERHADAP LOYALITAS NASABAH (Studi pada Nasabah Tabungan Bank Mandiri Cabang Surabaya)

JURNAL MANAJEMEN PEMASARAN, VOL. 1, NO. 1, APRIL 2006: 35-43

AUTHOR:
Diah Dharmayanti
Staf Pengajar Fakultas Ekonomi, Universitas Kristen Petra, Surabaya

ABSTRACT:
Peneliti sangat tertarik dengan adanya perbedaan pendapat diantara para ahli tentang pengaruh kinerjajasa/layanan (service performance) dan kepuasan dalam pembentukan loyalitas nasabah, sehingga penelitian ini mempunyai tujuan yaitu: menguji pengaruh langsung service performance terhadap loyalitas nasabah, dan menguji pengaruh interaksi service performance dan kepuasan nasabah terhadap loyalitas nasabah dengan kepuasan sebagai variabel moderator antara service performance dan loyalitas nasabah. Penelitian ini menggunakan alat analisis Moderator Regression Analysis. Dilakukan di Surabaya dengan obyek penelitian tiga Bank Mandiri cabang Surabaya. Data yang terkumpul 275 dari 300 kuesioner yang disebarkan. Hasil penelitian menunjukkan bahwa interaksi antara service performance dan kepuasan.

Kata kunci: service performance, kepuasan nasabah, loyalitas nasabah

FULL TEXT: FREE DOWNLOAD SERVPERF