dc:title dc:creato

dc:subject dc:description de:publisher dc:contributor dc:date dc:type

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title cretor subject description publisher contributor date type
VOL. 12 NO. 1 APRIL 2012
pp. 1-17. ANDREAS The purpose of this research is to analyze the relationship between Psychological LEMBAGA VOL. 12 JURNAL
PEMBERDAYAAN WAHYU empowerment toward Job satisfaction and Affective commitment in Hasanah Graha Afiah PENERBIT NO. 1
PSIKOLOGI ; GUNAWAN Hospital, Depok. In this research, the researcher used descriptive statistic analysis and FAKULTAS APRIL
HUBUNGAN * OKTA correlation coefficient in SPSS 11.5 software. Total sample of this research is 115 employees EKONOMI 2012
DENGAN VIYANITA* in this hospital. The conclution's result from this research is most of the gender that worked in UNIVERSITAS
KEPUASAN KERJA * Hasanah Graha Afiah Hospital is woman with total result with 82,6%, age from 24-26 years is TRISAKTI
DAN KOMITMEN 67,8%, and have been worked from 1-3 years is 46,1%. This research used hypotheses test
toward every variable dimension through individual analysis based on any informations
AFEKTIF
related to Psychological empowerment (mean score 3.89) toward Job satisfaction (mean score
3.85) and Affective commitment (mean score 3.92). Based on the relation analysis of
Psychological empowerment toward Affective commitment and Job satisfaction showed that
there was a significant relation between Psychological empowerment toward affective
commitment and Job satisfaction with the Pearson Correlation's value for each relationship
was 0.785 and 0.570. Keywords: Psychological empowerment, Affective commitment, Job
satisfaction. *dan**Faknltas Ekonomi, Universitas Trisakti, Jl. Kyai Tapa, Grogol, Jakarta
Barat 11440. (E-mail: gputra andreasfipvahoo.com).

pp.18-36 ANALISIS MELMAMBE The purpose of this study is to test and analysis the effects of education, training and work LEMBAGA VOL. 12 NO. JURNAL
PENGARUH SSY MOSES* experience to work productivity. The sample is the employees of Dinas Pertambangan and PENERBIT 1 APRIL
PENDIDIKAN, Energy Papua. Statistik integral model of multiples regression analysis is used to analyze the FAKULTAS 2012
PELATIHAN, DAN data. The result showed that (1) the effects of education, training and work experience to work EKONOMI
PENGALAMAN KERJA UNIVERSITAS
TERHADAP productivity are significant, (2) the effects of education to work productivity bigger than TRISAKTI
PRODUKTIFITAS training and work experience training and work experience. Keywords : Education, Training,
PEGAWAI DINAS Work experience, Work productivity. *STIE Port Numbqy Jayapura, Jl. Beringin Entrop,
PERTAMBANGAN DAN Jayapura 98611. (Telpon : 0967-531127)
ENERGI PROVINSI
PAPUA
pp.37-57 PENGARUH JUMIATI The research analyzed the public servants' work performance in Riau Province, Indonesia, LEMBAGA VOL. 12 NO. JURNAL
KEMAMPUAN , SASMITA* with special emphasis on the influence of ability towards opportunity, motivation and work PENERBIT 1 APRIL
MOTIVASI, DAN performance. Subsequently, the study analysed the influence of opportunity on wokers' FAKULTAS 2012
PELUANG TERHADAP motivation and their work performance and also the influence of motivation towards work EKONOMI
PERESTASI KERJA UNIVERSITAS
PEGAWAI NEGERI SIPIL performance. The study was conducted in the Riau Province among 500 randomly selected TRISAKTI
DI PROVINSI RIAU respondents. Data was analyzes using Structural Equation Modelling. The results showed that
there was a strong influence between ability towards opportunity, motivation and work
performance for the whole sample of Riau Province. Oportunity has a strong influence
towards motivation for the whole sample of Riau Province. However, opportunity has no
strong influence on the work performance in the Riau Province. There was no influence of the
motivation variable towards work performance since the relationship between these two
variables is insignificant. This is attributed to the fact that staff that performed well were not
rewarded or appreciated. The theoretical contribution of this study is that the ability factor has
strong influence towards opportunity, motivation and work performance which supports most
of the earlier studies/The empirical findings can be used as guidelines for the Riau
Government towards shaping and improving the existing policies and programs aimed at
enhancing the public servants' work performance in the future. Keywords: Ability,
Opportunity, Motivation, Work performance*Fakultas Ekonomi Universitas Riau, Jl .HR.
Subrantas km 12,5. Pekanbaru, Riau 28293. (E-mail: miasagqf@yahoo.com).

pp.58-80 RADEN RUDI Employee job satisfaction is an important target in human resource management, because it is LEMBAGA VOL. 12 NO. JURNAL
KEPEMIMPINAN, ALHEMPI* directly or indirectly affects the productivity of labor. Job satisfaction can be made if the PENERBIT 1 APRIL
KOMPENSASI, DAN variables that influence it, including work motivation, leadership and leadership can be FAKULTAS 2012
MOTIVASI SERTA properly applied and accepted by all employees within an organization.This study aimed to EKONOMI
PENGARUHNYATERHA UNIVERSITAS
DAP KEPUASAN KERJA. determine the effect of leadership, compensation and motivation on job satisfaction of TRISAKTI
OLEH RADEN RUDI employees at PT. XYZ. The number of samples used is 188 employees. Data were analyzed
ALHEMPI through structural equation models. Although the model is estimated less fit but estimation
results show that leadership, compensation, and motivation have a positive and significant
influence on job satisfaction of employees. Motivation is a variable that has the highest effect
on job satisfaction of employees. Keywords: Leadership, Compensation, Motivation, Job
satisfaction. *STIE Persada Bunda Pekanbaru, Jl. Diponegoro No 42, Pekanbaru 28116. (E-
mail: rudi.alhempi@gmail.com).
pp.81-90 TOTAL DEDE SITI Small enterprises play an important role in the betterment of society. Therefore, developing LEMBAGA VOL. 12 NO. JURNAL
QUALITY ROHMAH * competitiveness of small enterprises is one of the government policies in Indonesia. In order PENERBIT 1 APRIL
MANAGEMENT DI SRI to accomplish that goal, there is a need to know how the process of management in successful FAKULTAS 2012
INDUSTRI KECIL VANDAYULI small enterprises is being done. Quality management is a way that enterprises manage their EKONOMI
(STUDI KASUS RIORINI** UNIVERSITAS
PENGUSAHA INDUSTRI product quality. Total Quality Management (TQM) is a concept of quality management that TRISAKTI
KECIL SEPATU managing the entire organization so that it excels on all dimensions of products and services
CIBADUYUT). that are important to the customer. A successful small enterprise is assumed implements TQM
concept to build its competitive advantage. This research is aimed to elaborate how a sucessful
small enterprise implements TQM in order to build its competitive advantage and was done in
a sucessful small shoes enterprise in Cibaduyut Industrial Cluster Bandung. Keywords: Total
Quality Management, Competitive advantage, Small industries*Jurusan Teknik Industri,
Universitas Langlangbuana, Jl. KarapitanNo.ll 6, Bandung 40261. (E-mail:
de2siti_rohmah(a)yahoo.com).
**Fakultas Ekonomi, Universitas Trisakti, Jl. Kyai Tapa, Grogol, Jakarta Barat 11440. (E-
VOL. 12 NO. 2 APRIL 2012 mail: rini_keloko@yahoo.co.id).
pp. 91-107 INTERAKSI HUNIK SRI
TEKANAN PEKERJAAN RUNING
DAN KOMITMEN PADA SAWITRI*
PERILAKU
CYBERLOAFING
KARYAWAN.
The aims of this study were to examine 1) the effect of work stressor and commitment to LEMBAGA VOL. 12 NO. JURNAL
supervisor on employee cyberloafing; 2) the influence of work stressor on employee PENERBIT 2 APRIL
cyberloafing with commitment to supervisor as a moderating variable. Work stressors consist FAKULTAS 2012
of role ambiguity, role conflict, and role overload. This study has some hypotheses, la) the role EKONOMI
ambiguity has a positive effect on cyberloafing, lb) the role conflict has a positive effect on UNIVERSITAS
cyberloafing, and lc) the overload has a negative effect on cyberloafing; 2) the commitment to TRISAKTI
supervisor has a negative effect on cyberloafing; 3a) the effect of role ambiguity on
cyberloafing is moderated by the employee commitment to supervisor, b) the effect of role
conflict on cyberloafing is moderated by the employee commitment to supervisor, c) the
effect of role overload on cyberloafing is moderated by the employee commitment to
supervisor. Through purposive sampling method, 103 samples were taken from administrative
employees of Sebelas Maret University. The employees have an internet access when do their
task. Data analysis using hierarchical regression analysis shown that only hypothesis 2 was
supported. The employee commitment to supervisor has a significant negative effect on
cyberloafing. While work stressor has not effect on cyberloafing, and commitment to
supervisor has not moderate the effect of work stressor on cyberloafing. Keywords: Work
stressor, Role ambiguity, Role conflict, Role overload, Commitment, Cyberloafing
Fakultas Ekonomi Universitas Sebelas Maret, Jl. Ir. Sutami no. 36 A Surakarta, Jawa Tengah (E-
mail :hunik_sri@yahoo.co.id).

pp. 108-126 MELYANA* This research attempted to investigate which variables had been the determinants: ISO LEMBAGA VOL. 12 NO. JURNAL
PENGARUH ZAHRIDA Z 9001:2000, quality of product and quality of service; as influencers of the customers PENERBIT 2 APRIL
PENERAPAN I.S.O WIRYAWAN* purchasing decisions of the roof products.Using a quantitative design with 113 respondents, FAKULTAS 2012
9001,2000 KUALITAS * the 'f test and 't' test indicated that the implementation of the ISO 9001:2000, quality of the EKONOMI
PRODUK DAN UNIVERSITAS
LAYANAN TERHADAP products as well the quality of its services did simultaneously and partially influence TRISAKTI
KEPUTUSAN customers purchasing decision of the company's roof products positively. Keywords: ISO
PEMBELIAN. OLEH 9001:2999, Product quality, Customer service quality, Customer purchase decision*PT.
MELYANA, Zahrida Z Manunggal Inti Intemusa, Sunter Permai Indah Complex Blok A No. 6, Jl. Mitra Sunter
Wiryawan Boulevard, Jakarta Utara 14350, Telp.(021) 6520765.
**Fakultas Ekonomi Universitas Tarumanagara, Jl. Letjen S. Parman No. 1 Jakarta Barat. (E-
mail: zahrida 1 (cbyahoo. com
pp. 127-136 FATIK The growth of higher education institutions is increasing in an environment that is fiercely LEMBAGA VOL. 12 NO. JURNAL
BAGAIMANA RAHAYU* competitive one, especially in this 'globalization era'. There are not only local competitors that PENERBIT 2 APRIL
MENGEVALUASI AYU EKA have to be faced, but there are also some global competitors. On the other side, educational FAKULTAS 2012
PROSES SARI** literatures suggest that there is mounting pressure from customers of higher education, which EKONOMI
PEMBELAJARAN DI UNIVERSITAS
KELAS ; SEBUAH include students, parents, alumni, employers and legislators to close the gap between their TRISAKTI
METODE EVALUASI expectation of institutional performance and the actual performance. In this competitive
ALTERNATIF environment, quality is one of the competitive priorities. Therefore, it is imperative that higher
educations actively monitor the quality of their services. Understanding of stakeholders'
expectation of higher education learning process is important. This paper aims to identified the
stakeholders' expectation of learning process and based on this expectation we developed an
instrument to evaluate learning process in class. A Focus Group Discussion of higher
education stakeholders with student, instructor and user as partisipant were undertaken.
Keywords: Stakeholders of higher education, Evaluation of learning process,
instrument*dan** Fakultas Ekonomi, Universitas Trisahi, Jl. Kyai Tapa, Grogol, Jakarta Bar
at 11440. (E-mail: fatik rahavuOl (a).vahoo. com ; avuekasari(a)(vmail. com).
pp. 137-155 WEATHER INKA Research on psychology shows that sunny weather has effect toward mood. Some researchers LEMBAGA VOL. 12 NO. JURNAL
DAN PENGARUHNYA NATASYA found that mood has significant effect toward Stock return. This paper examines relationship PENERBIT 2 APRIL
TERHADAP STOCK HAGAINA between Weather in Indonesia, especially in Jakarta with Stock return of LQ 45 Index. This FAKULTAS 2012
RETURN. OLEH INKA BUKIT** SRI research examine relationship between Weather and Stock return directly and indirect (using EKONOMI
NATASYA HAGAINA FANDAYULIRI UNIVERSITAS
BUKIT,SRI ORINI** Mood as intervening variable). This research analyze that relationship during 2009 to 2010. TRISAKTI
FANDAYULIRIORINI However, because Weather in Jakarta is relatively homogen, there is no significant effect of
Weather toward Stock return of LQ 45 Index. Keywords: Weather, Mood, Stock return, LQ
45 Index . * School of Business and Management, Bandung Institute of Technology, Jl.
Ganesha No. 10 Bandung. (E-mail: inka. natasvafipyahoo. com).
**Fakultas Ekonomi, Universitas Trisakti, Jl. Kyai Tapa, Grogol, Jakarta Bar at 11440. (E-
mail: rini keloko(a)vahoo. co. id).
156-179EVALUASI SEPTIAN Considering the importance of customer-based improvement, the current paper presents the LEMBAGA VOL. 12 NO. JURNAL
PRODUK E-BANKING PUJI ASTUTI, evaluation of Shar-E, an electronical banking product of Bank Muamalat Indonesia, by using PENERBIT 2 APRIL
BANK SYARIAH; WULAN AL fuzzy quality function deployment (QFD). From this research, it can be concluded that the FAKULTAS 2012
MERESPON FITRA EKO, availability of Automated Teller Machine (ATM) are the most important factor wanted by the EKONOMI
KEINGINAN DAN SETIAWAN UNIVERSITAS
KEBUTUHAN customer to be present. Subsequently, providing good online systems such as network, TRISAKTI
NASABAH SECARA banking transaction by online, and safety of Shar-E are the most important activities that
EFEKTIF UNTUK should be well developed by BMI in order to respond to customers' needs and wants.
MENINGKATKAN Keywords: e-banking, Customers' needs and wants, Fuzzy theory, Quality function
KUALITAS PRODUK deployment*dan** Program Studi Manajemen Syariah, Jurusan Ekonomika dan Bisnis Islam,
Institut Agama Islam Negeri Surakarta, Jl. Pandawa Pucangan Kartasura, Sukoharjo. (E-mail:
zep_tien@hotmail. com).
***Jurusan Teknik Industri, Universitas Muhammadiyah Surakarta, Jl. A. Yani, Tromol Pos 1,
Pabelan, Surakarta 57102, Indonesia.
dc:source
source
dc:title dc:creator dc:subject
title cretor subject
MRBM VOL. 11 NO. 1 APRIL 2011
pp.1-19 KAJIAN EFESIENSI H. RAHMAT
PERBANKAN SYARIAH DI HIDAYAT*
INDONESIA (PENDEKATAN DATA
ENVELOPMENT ANALYSIS
pp. 20-37 HARAPAN MASYARAKAT SRI VANDAYULI
PADA TANGGUNG JAWAB SOSIAL RIORINI *
ANDREAS WAHYU
PERUSAHAAN ,KUALITAS GUNAWAN*
PELAYANAN YANG DI
RASAKAN,DAN PENGARUH
MEREK PADA RETAIL BANKING
DI INDONESIA
pp. 38-49 CITRA INSTITUSI MARCELLIA
,KEPERCAYAAN MAHASISWA SUSAN*
DAN NILAI JASA PENDIDIKAN
TINGGI SEBAGAI FARIABEL
ANTESEDEN DARI LOYALITAS
MAHASISWA
pp. 50-70 EFIKASI DIRI DALAM MUSTIKA TARIGAN*
HUBUNGANNYA DENGAN NIAT
KARYAWAN UNTUK BERPINDAH
KERJA

pp.71-87 ESTIMASI INFLASI DI BUNYAMIN*

INDONESIA DENGAN NEVI DANILA**
MENGGUNAKAN METODOLOGI
BOX JENKINS

MRBM VOL. 11 NO. 2 Agustus 2011

pp.88-107 PENGARUH LOYALITAS JONY OKTAVIAN
MEREK,RUMOR,DAN COUNTRY HARYANTO*
OF ORIGIN TERHADAP TIRZA
KEPERCAYAAN MEREK FLORENCE
MANURIP**
pp.108-125 PEOPLE ROLE IN FATIK RAHAYU*
SERVICE DELEVERY; PERAN
DOSEN DAN MAHASISWA DALAM
PROSES PEMBELANJARAN DI
KELAS

pp.126-139 DAMPAK UKURAN INDRA WIDJAJA*

DEGREE OF FINANCIAL
LEVERAGE, SALES GROWTH,
DAN ZISE GROWTH TERHADAP
RETURN HARGA SAHAM
pp.140-173 ANALISIS KINERJA BASO AMANG*
DOSEN PADA PROGRAM STUDI
TERAKREDITASI PERGURUAN
TINGGI SWASTA DI SULAWESI
SELATAN.
pp. 174-186 FAKTOR-FAKTOR SOBARSA*
YANG BERPENGARUH TERHADAP
DAYA INOVASI MASYARAKAT
INDONESIA

MRBM VOL. 11 NO. 3 DESEMBER 2011

pp.187-203 PROSES INDUSTRI WIDJAJANI*
KECIL DALAM MEMBANGUN GATOT
KEUGGULAN KOMPETITIF YUDOKO**
DENGAN PENDEKATAN BERBASIS
SUMBER DAYA (STUDI KASUS
PENGUSAHA INDUSTRI KECIL
TAHU CIBUNTU). OLEH
WIDJAJANI DAN GATOT YUDOKO
pp.204-217 STRUKTUR MODAL PURWANTO
PENGUSAHA KECIL WIDODO*
BERDASARKAN JENIS USAHA YUNIKA
DAN HUBUNGANNYA DENGAN MURDAYANTI**
TINGKAT KEUNTUNGAN (STUDI
KASUS PENGUSAHA KECI DI
JAKARTA SELATAN).
PP.218-238 PENGARUH CSR KURNIAWATI*
EXPECTATION TERHADAP BRAND
EFFECT YANG DI MEDIASI OLEH
PERCEIVED SERVICE QUALITY
DAN TRUST
pp.239-251ANALISIS EFEK IKLAN ANNA
TELEVISI PADA TRIWIJAYATI*
PENGETAHUAN,SIKAP,NIAT BELI,
DAN PEMBELIAN KONSUMEN
ANAK PADA PRODUK MAKANAN
RINGAN DI SURABAYA

pp.252-270 PERAN NILAI-NILAI HERU

RELIGIUSITAS TERHADAP SULISTYO*
KINERJA KARYAWAN DALAM
ORGANISASI
dc:description de:publisher dc:contribut dc:date
description publisher contributor date

The history of Islamic banks in Indonesia is started by establishment of Bank Muamalat Indonesia LEMBAGA VOL. 12
(BMI) as the first Islamic commercial bank in Indonesia that has been operated in Indonesia in 1992. PENERBIT NO. 1
Until December 2007, there are 31 banks: 3 Islamic commercial banks and 28 Islamic unit banks. FAKULTAS APRIL
Islamic commercial bank operates fully sharia system, while Islamic unit bank operates windows EKONOMI 2011
system. During 2003-2007, Islamic banks have been grown significantly include asset, deposit and UNIVERSITAS
financing. Each grows 53%, 56% and 55% per year. Islamic banks must improve thier efficiency in TRISAKTI
order to give profit to stakeholders, and survive againts conventional banks or other financial
institutions. Nevertheles, until today the efficiency of Islamic banks in Indonesia is not known. This
study to identify: the efficiency of Islamic banks in Indonesia (overall), the efficiency of individual
Islamic bank, the difference efficiency of Islamic commercial bank and Islamic unit bank, and the
most influence factor to the efficiency of Islamic banks in Indonesia. This study focused on the head
office of Islamic banks. The study uses data quarterly from fist quarter 2003 until fouth quarter 2007,
includes nine banks: three Islamic commercial banks and six Islamic banking units. This study uses
non-pametric DEA model. The results of this study show the efficiency of Islamic banks in Indonesia
is average 0.883, and the most efficient Islamic banks is bank 1 (from Islamic commercial bank).
Furthermore, the result of study indicates that Islamic commercial bank (BUS) is more efficient than
Islamic unit bank (UUS). Besides that, financing is the most influence factor to the efficiency of
Islamic banks in Indonesia. As the basic implication of this study are: (i) stakeholders especially
government and monetary authority must improve the efficiency of Islamic banks and support and
establish more Islamic commercial bank; (ii) stakeholders must support and establish more Islamic
commercial bank, includes spint off Islamic unit bank to be Islamic commercial bank; and (iii)
Islamic banks must give more financing to improve their efficiency.Keywords: Efficiency, Islamic
commercial bank, Islamic unit bank, DEA
The purpose of this study is to explore how customer expectation of corporate social LEMBAGA VOL. 12
responsibility (CSR) can influence the perceived service quality (PSQ), trust and brand affect PENERBIT NO. 1
of perspective retail banking services in Banks of the Government in Indonesia as well as to FAKULTAS APRIL
determine the affect of perceived service quality to brand affect, through the trust as an EKONOMI 2011
intervening variable. The design of the study is hypothesis testing. Data collected by UNIVERSITAS
TRISAKTI
conducting direct research into the field, which is conducted by distributing questionnaires to
be filled by the respondent (customer retail banking industry). Questionnaires distributed to
120 respondents as sample of clients from government banks under Go Public category
namely Bank Mandiri, Bank Negara Indonesia (BNI) and Bank Rakyat Indonesia (BRI).
Sampling is done using purposive sampling technic. This study used Structural Equation
Modeling as a method of data analysis. The results find that the customer expectation of
corporate social responsibility can influence the perceived service quality, trust and brand
affect. Overall, these results are consistent with previous research. CSR plays an important
role in influencing the PSQ, subsequently affecting the trust, and ultimately influence the
brand affect. The present study also finds a direct influence CSR on the brand affect.
Although the results of this research is clear, but further research is expected to be conducted
to other banks in Indonesia by considering several factors, such as the type and nature of the
retail banking industry, the perception, behavior, and demographics of retail banking
customers as well as the strategic focus of the retail banking toward CSR. Keywords :
Corporate social responsibility, Perceived service quality, Trust, Brand affect, Banking
As an institution which holds an important role in the process of human resource development, a LEMBAGA VOL. 12
higher education also has responsibility in giving good quality. Even though the need of education PENERBIT NO. 1
makes the demand of education services, the existence of many same services by competitor makes FAKULTAS APRIL
every higher education has to offer the best quality of education services and also has to do many EKONOMI 2011
efforts for survival. As an organization which offers service with unique characteristics, the demand UNIVERSITAS
of service of a higher education often depends on people trust and the image of the institution. These TRISAKTI
two factors could influence student perception of the service and at last could influence their loyalty
to the institution. In this research, the students as user of the service which has been offered by higher
education, become analysis unit. Descriptive analysis has been done to get the descriptive of the
institution image, student trust, education service value, and student loyalty to the institution.
Verificative analysis has also been done to test the relationship between these variables. The result of
this research shows that the students have positive perception about the institution image, and they
have faith that the institution would take the most right action which could help students in achieving
carrier and learning objectives. The students also analyze the relationships between what they receive
and what they give, and it could influence their loyalty. And based on the results of estimation
coefficients of the influences among variables, it could be concluded the existence of the
interrelationships among research variables. In this case, institution image and student trust affect the
service value, and institution image, student trust, and service value of study programs affect student
loyalty. Keywords: Higher education service, Institution image, Student trust, Service value, Student
loyalty
The purpose of this research is to analize the relationship between self effication and switching LEMBAGA VOL. 12
intention. The research uses 120 samples having similar characteristic the the subject of the research. PENERBIT NO. 1
Hypothesis test in this research uses multiple regressions analysis. The results shows no significant FAKULTAS APRIL
relationship between self effication and switching intention. Hopefully the next research will study EKONOMI 2011
the various level/job position such as staff, lecturer or other fields of work in which the job requires UNIVERSITAS
the thinking ability more than energy. It is advisable to add more variables that may influent the TRISAKTI
switching intention that has not been studied in the curent research such as work satisfaction, work
stress, organizational commitment, type of leadership. Keywords: Self effication, Switching intention

The objective of this paper is to predict Indonesia's inflation rate in 2009 by employing BOX- LEMBAGA VOL. 12
JENKINS (ARIMA) model. The prediction of inflation rate is very important since the inflation PENERBIT NO. 1
affects us in economy aspect. Moreover, by knowing the approximate inflation in the future will help FAKULTAS APRIL
companies to plan the operational cost better. It also will help the government to anticipate the EKONOMI 2011
predicted inflation by making good policies, thus the prosperity of Indonesia people will be achieved. UNIVERSITAS
AR (2) is the best ARIMA model that we obtain. By employing AR (2), we predict the inflation rate TRISAKTI
in 2009 is 10.48%. This number is not surprising since inflation rate in Indonesia is mainly affected
by exchange rate. As we know that the global crisis will start recovering in early 2010 (Yearly Bank
Indonesia Report, 2008). The impact is that exchange rate pressure will be still high in 2009, it is due
to non-optimal export and limited foreign fund's inflow. Keywords: Inflation rate, Box-Jenkins
(ARIMA) model
In this globalization era, the brand competition can not be avoided from the marketers to be LEMBAGA VOL. 12
able to keep their products loved by consumers. Therefore, the marketers have to create PENERBIT NO. 2
strategy to make the consumers trust in their brand product so they could compete in the FAKULTAS APRIL
marketplace because brand trust is so important. There must be positive value from a brand so EKONOMI 2011
that consumers will always be loyal to consume it because brand loyalty is so influential to UNIVERSITAS
TRISAKTI
brand trust. "Oreo" is a snack product in Indonesia which comes from USA, a country that is
famous for its high quality food products. However, once heard negative rumor in public
about Oreo and it had a very bad effect to the company because the decrease of public's brand
trust to this product. The purpose of this research is to identify how the brand loyalty, rumor,
and country of origin influence the brand trust. The writer obtained the samples from two
hundreds respondents from Salatiga and Semarang by accidental sampling tecnique. The
results of this research showed that the brand loyalty, rumor, and country of origin have
significant effect to the brand trust of "Oreo". This result supports the writer's hypothesis
which is proposed this research. Keywords : Brand loyalty, Rumor, Country of origin,
Brand trust . *dan** Universitas Kristen Satya Wacana, Jl. Universitas Kristen Satya
Wacana, Salatiga. Jl. Diponegoro 52-60, Salatiga 5071. (E-mail: ionvharvanto(a),vahoo.com).
Educational literatures suggest that there is mounting pressure from customers of higher LEMBAGA VOL. 12
education to close the gap between their expectation of institutional performance and the PENERBIT NO. 2
actual performance. Therefore, it is imperative that higher educations actively monitor the FAKULTAS APRIL
quality of their service. The overall course evaluation is one of the most significant trends in EKONOMI 2011
current higher eduction quality. This research concerns with the impact of instructor' role and UNIVERSITAS
TRISAKTI
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 quality*Fakultas Ekonomi, Universitas Trisakti, Jl. Kyai
Tapa, Grogol, Jakarta Barat 11440. (E-mail: fatik rahayuOl (cbyahoo.com)

The effects of financial reports on stock price is a big issue of research in finance and investment LEMBAGA VOL. 12
management. A number of studies investigate how financial information becomes impounded in PENERBIT NO. 2
security prices and affects investment decisions. This research examines the relationship between FAKULTAS APRIL
degree of financial leverage, sales growth, size growth and stock return of listed companies in EKONOMI 2011
infrastructure, utility and transportation sector in Indonesia Stock Exchange. The research uses UNIVERSITAS
combined data, which consists of time series with cross section or known as panel data. Final result TRISAKTI
indicates that sales growth and size growth influences stock return positively but not significantly.
Beside that degree of financial leverage influences stock return negatively and significantly.
Keywords : Degree of financial leverage, Sales growth, Size growth and infrastructure, Utility
and transportation sector*Fakultas Ekonomi Universitas Tarumanagara dan Program Studi Magister
Manajemen Universitas Tarumanagara, Jl. S. Parman No.l, Jakarta Bar at 11570. (E-mail :
pidatoso(cbyahoo. com).
The aims of the study were to discover the effect of (1) ability on working motivation and lecturer's LEMBAGA VOL. 12
performance directly and indirectly, (2) compensation on satisfaction, motivation and lecturer's PENERBIT NO. 2
performances directly and indirectly, (3) facilities on satisfaction, motivation and lecturer's FAKULTAS APRIL
performances directly and indirectly, (4) working environment on satisfaction, motivation and EKONOMI 2011
lecturer's performances directly and indirectly, (5) leadership on satisfaction, motivation and lecturer's UNIVERSITAS
performances directly and indirectly, (6) satisfaction on motivation and lecturer's performances TRISAKTI
directly and indirectly, (7) motivation on lecturer's performances at accredited field of study at private
institution in South Sulawesi. The used data are primary data which was collected from 218
respondents. The analysis steps consist of first, confirmed factor analysis to investigate apropriate
measurement and second step was the use Structure Equation Modelleing (SEM) to varify the model.
The results of the study indicate that : (1) Ability, compensation, working environment, and
leadership simultaneously have a positive and significant effect on lecturer's performances. (2)
Compensation is the effected most dominantly to variable satisfaction. (3) Satisfaction is the effected
most dominantly to motivation. (4) Motivation is the effected most dominantly to lecturer's
performances at accredited field of study at private institution in South Sulawesi. Keywords: Ability,
Compensation, Facilities, Working environment, Leadership, Satisfaction, Motivation, Lecturers
performance*Sekolah Tinggi llmu Manajemen Indonesia Makassar, Jl. Perintis Kemerdekaan Km 9,
TamalanRea, Biringkanaya, Makassar, 90245.(E-mail: baso.amang@yahoo.com)
The purpose of this paper is to report the result of a study aimed at the factors effect on innovation in Indonesia.
LEMBAGA Indonesia has many resources
VOL. occupied
12 by more than 3
PENERBIT NO. 2
FAKULTAS APRIL
EKONOMI 2011
UNIVERSITAS
TRISAKTI
Small enterprises play an important role in the betterment of society. A success small enterprise is an LEMBAGA MRBM
enterprise that can get its competitive advantage in the competitive environment. Knowing the PENERBIT VOL. 11
process of successful small enterprise in building their competitive advantage is important in FAKULTAS NO. 3
highlighting practices which can be learned for other businesses. Two research streams on EKONOMI DESEMB
competitive advantage have substantially grounded the theoretical treatment in the strategic UNIVERSITAS ER 2011
management literature, that are theory based upon industrial organization (I/O) economics and theory TRISAKTI
based on resource deployment (the resource-based view or RBV). The I/O approach that focuses on
industry structure as the key determinant of success of firms is suitable for deliberate strategy.
Otherwise resource-based view (RBV) principally focused on using strategic resource as a source of
competitive advantage. For small scale industries that are characterized by 'one man one
management', the strategy formation process is a visionary process of their owner manager in which
emergent strategies are more suitable than deliberate. Therefore resource based view is more
appropriate approach than I/O approach to study strategic behavior of small scale industries.This
study is a strategy process research and seeks to explore how a small scale industry building their
competitive advantage and done using RBV approach. The research uses soft system methodology
approach as a research method and owner manager of tofu industry in Cibuntu centra. This research
presents a framework describing process of a successful tofu small industry owner manager building
his enterprise's competitive advantage. Keywords: Small industries, Competitive advantage, Resource
Based View (RBV), Soft System Methodology (SSM) *Jurnsan Teknik Industri, Universitas
Langlangbuana Jl. Karapitan No. 116, Bandung 40261. (E-mail: widiaiani(a).vahoo. com).
**Sekolah Bisnis Manajemen, Insti'tut Teknologi Bandung, Jl Ganesha 10, Bandung
40132. (E-mail:gatot@sbm-itb.ac.id).
The objective of this research is to know the influences banking loan services to entrepreneur LEMBAGA MRBM
profit. This research use purposive sampling with all respondent from small industries in PENERBIT VOL. 11
South Jakarta that always use debt to increase their assets. The respondent were totally 64 FAKULTAS NO. 3
entrepreneur from small industries consist of 41 entrepreneur from food industries and 23 EKONOMI DESEMB
entrepreneurs from wood industries and the others. The results showed that the average of UNIVERSITAS ER 2011
TRISAKTI
small industries total assets were Rp. 174.245 juta with number of minimum was Rp. 62.70
juta dan the highest was Rp. 648.42 juta. They were use own assets to develop their business,
but started to use debt when their business age around 6.012 years old. Their average of Debt
to Total Asset 19.6%, profit 55.88% and Sales to Total Asset 1.76. Sales to Total Asset, the
duration of business and Total Debt to Total Assets didn't significantly influence to profit. F
statistic significantly at 5% level and R Square 0.4704 with Adjusted R Square 0.4418. In all
variable tests only Debt to Total Asset that significantly positive influence. Their weaknesses
were administration problem to get banking loan like no collateral, no financial report, and no
separation between personal and company assets. This research founded that only 62%
entrepreneurs use banking loan and 38% didn't use banking loan but use non banking loan.
The interest should their pay was around between 11 - 18 % annually for banking loan and 23
- 25 % annually for non banking loan.The conclusion is the use of debt give positive
contribution and significantly to their profit with paying the highest interest, but they were
also found the difficulties of banking procedure to get banking loan services. Keywords :
Small industries, Debt to total asset ratio, Sales to asset ratio, Profit*Universitas Islam "45",
Jl. Chairil Anwar Bekasi, Jawa Barat. (Telpon : (021) 8801027,8801192). **Fakultas
Ekonomi Universitas Negeri Jakarta, Jl. Rawamangun Muka, Jakarta
Timurl3120. (E-mail: yunika_pmrdayanti%yahoo.com).
The paper aims to present a comprehensive framework for understanding csr expectation, LEMBAGA MRBM
perceiced service quality, trust, and brand effect. The paper also seeks to account explicitly for PENERBIT VOL. 11
the differences in csr expectation found among customers. Data were obtained from 175 FAKULTAS NO. 3
customers. Structural equation modelling was used in order to test the proposed hypotheses. EKONOMI DESEMB
In order to generalise the findings, the model needs to be tested with other samples and UNIVERSITAS ER 2011
TRISAKTI
research objects. Marketing research into csr expectation should focus on perceived service
quality and trust as important antecedents of brand effect. The findings propose that csr
expectation has positive effects on brand effect, mediated by perceived service quality and
trust. Marketing research should pay more attention to the role of csr expectation in gaining
new customers. Because of the positive influence on marketing success, managers should
focus on csr activities that centre on brand effect primarily with current customers. However,
csr activities also seems to be a good device to gain customers from competitors. The
contributions of the paper are, firstly, a more complete framework of csr expectation that
analyses simultaneously. Secondly, the study allows a direct comparison of the difference in
antecedents of brand effect between customers. Keywords: CSR Expectation, Perceived
service quality, Trust, Brand effect. *Fakultas Ekonomi, Universitas Trisakti, Jl Kyai Tapa,
Grogol, Jakarta Barat 11440. (E-mail: niachrisiatmiko(a),vahoo.com).
The purpose of this study is to explore the factors that influence on children purchase of LEMBAGA MRBM
snack. The research model is modified from some studi literatures. The design of study is PENERBIT VOL. 11
causal and hypothesis testing. Sampling is done using purposive sampling. The criteria os FAKULTAS NO. 3
sample are children are 9 - 12 old years, who watching television and in last 3 months EKONOMI DESEMB
purchase snack periodically. This study used Structural Equation Modeling (SEM) as a UNIVERSITAS ER 2011
TRISAKTI
method of data analysis. The result find that: 1) The snack that most like are chocolate and
biscuit. 2) Children have money less than Rp. 5000.3) The children attitude on snack
advertising is positive. 4) There a litle children knowledge on snack producer. 5) Consumer
have a litle trust on benefit of snack to human body. 6) The consumers attitude and purchase
intention on snack is positive. 7) Children did not purchase advertised snack everyday.
Keywords: Advertising, Attitude. Knowledge, Trust, Purchase intention* Prodi Manajemen,
Universitas Ma Chung. Jl. Villa Puncak Tidar N-01, Malang 65151. (E-mail: anna.
triwiiavati(q>,machimg. ac. id

Workplace Spirituality is relatively new field related to individuals, organizations and social LEMBAGA MRBM
environment. On the other hand spirituality values influences individuals and significantly affects on PENERBIT VOL. 11
change organization.The study aims to investigate the relationship between religiosity, manifest FAKULTAS NO. 3
Needs, Islamc work ethic and innovation capability. Data were collected from a sample of 202 EKONOMI DESEMB
(respon rate 49%) employees of Government Semarang municipality. Result showed that there is a UNIVERSITAS ER 2011
positive and significant effect religiosity on the needs for achievement, needs for power and Needs TRISAKTI
for affiliation. The needs for achievement and needs for affiliation have positif impact on Islamc work
ethic. The needs for power no significant effect on islamc work ethic, islamic work ethic has positif
impact on innovation capability. Keywords: Religiousity, Manifest needs, Needs for achievement,
Needs for power, Needs for affiliation, Islamic work ethic, Innovation capability . *Fakultas
Ekonomi Universitas Islam Sultan Agung, Jl._Raya Kaligawe, Km.4, Semarang, Jawa Tengah.(E-
mail: hcadona 6771(ti>yahoo.co.id).
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MRBM VOL. 9 NO. 1 APRIL 2009
pp.1-20 2009 FAKTOR- FARAH
FAKTOR AGENCY THEORY MARGARETHA*
YANG YANG ANDHINI
MEMPENGARUHI HUTANG ASMARIANI**

pp.21-46 EFEKTIVITAS MEILY MARGARETHA*

PENERAPAN SISTEM LINA ANATAN** T.
AKADEMIK ELISABETH CINTYA
TERKOMPUTERISASI;STUDI SANTOSO***
DENGAN PENDEKATAN
TECHNOLOGY ACCEPTANCE
MODEL. OLEH MEILY
MARGARETHA , LINA
ANATAN DAN T. ELISABETH
CINTYA SANTOSO

pp.47-64 PERAYAAN MURTIR JADDAWI*

BIROKRASI DALAM
MENINGKATKAN DAYA
SAING DAN INVESTASI DI
DAERAH
pp.65-90 PENGARUH SRI VANDAYULI
IKATAN HUBUNGAN RIORINI*
TERHADAP KESETIAAN
PELANGGAN

pp.91-112 MEDIASI BETA DEDDY A. SUHARDI*

SAHAM DALAM MODEL
PERTUMBUHAN HARGA
SAHAM DENGAN
PROFITABILITAS DAN SUKU
BUNGA
dc:description de:publisher dc:contributor
description publisher contributor

The study's purpose is to acknowledge the factors that influence the company's total LEMBAGA
debt ratio. The samples are family business and non-family business which listed in PENERBIT
Indonesian Stock Exchange (BEI) for the period of 2001 up to 2007. Independent FAKULTAS
variables in this study included percentage of insider shareholding, number of EKONOMI
shareholders, family business with control variables are firm size, firm age, growth, UNIVERSITAS
asset structure, profitability, and industry classification. Meanwhile, dependent TRISAKTI
variable is total debt ratio. With using purposive sampling, the total of sample in this
study is 16 of companies. Data analysis model are classic assumption test, ordinary
least square regression and t-tesL Based on t-test, the result of number of
shareholders, family business, firm size, asset structure, firm age and industry
classification (hotel and travel services, credit agencies other than bank, food and
beverages, adhesive) affect to total debt ratio. Keywords: Debt ratio, Agency theory,
Capital structure

Competitiveness among universities demands them to give good qualities in LEMBAGA

education service and physical facilities. One way to achieve the demand is by PENERBIT
technology information adoption through online facility service, which is FAKULTAS
implementation of Sistem Akademik Terkomputeiisasi (SAT). This system is adopted EKONOMI
in order to facilitate students' academic and administration process and give UNIVERSITAS
convenience for student to access information through internet facility. The purposes TRISAKTI
of the study were to analyze factors that influenced students' attention in using SAT
technology and their influence toward degree of SAT adoption. This study was
conducted using Technology Acceptance Model (TAM) which is adjusted with the
object of the study, namely student self access terminal (SSAT), Self Access Terminal
(SSAT) is an academic system computerization where presently used by one private
university in Bandung. This system called as Sistem Akademik Terkomputerisasi
(SAT). Data collection were collected using questionnaire which given to 320 active
college students of one private university in Bandung from different faculties as the
respondents. The respondents were chosen using proportionate random sampling.
Data can be used in this study were 270 respondents with responds rate 84,4%. All
the hypotheses in this study were analyzed using Hierarchical Regressions Analysis.
The result shown that almost the hypotheses were supported, excluding the third
hypothesis, which shown that risk perception has positive significant influence toward
perception of using SAT technology. Keywords: Sistem Akademik Terkomputerisasi
(SAT), Technology Acceptance Model (TAM)

The purpose of this article is to analyze the role of local bureaucracy in increasing LEMBAGA
competitiveness and local investment. Research method is library research. The PENERBIT
result show that bureaucracy is a central influenced in increasing competitiveness and FAKULTAS
local investment. But in local autonomy era now cultural in bureaucracy has not EKONOMI
shown optimal result yet, even if in some competitiveness areas and local investment UNIVERSITAS
were increased and growth in significant. Keywords: Bureaucracy, Investment, TRISAKTI
Competitiveness
This research explains about the effects of three relationship bondings, namely financial LEMBAGA
bonding, social bonding and structural bonding to consumer's trust that will lead to the PENERBIT
commitment of the consumers and ultimately will affect the loyalty of the consumers. Data FAKULTAS
was gathered by distributing questional to 100 respondents who have been a student in their EKONOMI
course center. The sampling technique used was a purposive sampling. The analysis tool used UNIVERSITAS
was Structural Equation Modeling using Amos version 16 software. The hypotesis testing TRISAKTI
result showed that among three relationship bondings, the bonds that has a significant effect to
trust are social bonding and structural bonding, whereas financial bonding has no effect to the
trust of consumers. Trust also has a significant effect to commitment and ultimately the
commitment has an effect to loyalty. it is highly recommended to explore another services
industry beside education industry for the next research and possibly to add other variables
which may have any effect to the variables observed by this current research. Keywords:
Relationship bonding, Trust, Commitment, Loyalty

Understanding the empirical description of the behavior and role of beta is fundamental to LEMBAGA
portfolio risk management. This study evaluates the behavior of beta under the influence of PENERBIT
stock prices'factors, and evaluates the role of beta affects the stock prices. Path analytical FAKULTAS
model was designed with beta as the intermediate variable where the interest rate factor and EKONOMI
return on asset profitability factor were exogenous, and the average growth rate of stock prices UNIVERSITAS
movement became an endogenous variable. This model had been estimated by using the data TRISAKTI
of 32 property stocks listing at Indonesia Stock Exchange (BEI). Daily prices for the stocks,
BEI Composite Index, profitability, and interest rate were obtained from BEI and Bank
Indonesia tapes tor January 2000 to December 2004 period. This analysis indicates that beta
would become an effective intermediate variable for transmitting effect of the factors toward
the stock prices. Stocks prices influence by beta which it influence by factors (interest rate and
profitability), on the other hand, stocks prices influence by factors via beta. Here, if interest
rate lead to set down or profitability grows up, of ceteris paribus, beta would forces up, and
then the stocks prices would move up. The mediation of beta in this model has shown how the
investors decide a stock be yet in their portfolio. The positive relationship of beta with stock
prices show that investors like more sensitive stock on following market (higher beta). This
decision forces most dominant by leading the economical setting (interest rate) rather than
growing the firm's fundamental (ROA profitability). In this fact, the decision of investor is
rational and indicated closely more interest minded. Keywords: Beta, Intermediate, Stock
prices, Profitability, Interest rate
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MRBM JURNAL
VOL. 9
NO. 1
APRIL
2009

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NO. 1
APRIL
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NO. 1
APRIL
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MRBM JURNAL
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MRBM VOL. 8 NO. 1 APRIL 2008

pp. 93 -124 ANALISIS ANTESEDEN

LOYALITAS PELANGGAN: PERAN
KOMPLAIN DAN KEPUASAN Karsono*
PELANGGAN TELKOM FLEXI-TRENDY
DI SURAKARTA

pp. 59-92 NILAI INTELLECTUAL

CAPITAL
PADA PERUSAHAAN- Dyna Rachmawati* C. Erna
PERUSAHAAN Susilawati**
DI INDONESIA
pp. 43- 58 PENGARUH NEED FOR
COGNITION DAN TAKTIK
PENJUALAN TERHADAP PERSEPSI Asnan Furinto*
HASIL TAWAR MENAWAR

pp. 25-42 ANALISIS PENGARUH AKSI

BELI-JUAL ASING, KURS, DAN INDEKS
HANG SENG TERHADAP INDEKS
HARGA SAHAM GABUNGAN DI Budi Frensidy*
BURSA EFEK INDONESIA DENGAN
MODEL GARCH
pp.1-24 DAMPAK PEMULIHAN JASA
TERHADAP KEPUASAN PELANGGAN:
Rusli Fauzan*
SEBUAH PERBANDINGAN ANTARA
Rizal Edy Halim**
PELANGGAN YANG KOMPLAIN DAN
Fakultas Ekonomi, Universitas
PELANGGAN YANG TIDAK KOMPLAIN
Indonesia, Jakarta
(STUDIKASUS: SERVICE CENTER ESIA
DIMARGONDA DEPOK)
dc:description de:publishedc:contribut dc:date dc:type
description publisher contributor date type

The purpose of research is the role of customer satisfaction, complaint,

trust switching cost and corporate image of the effect to customer
loyalty. Data was obtained from 200 customer CDMA phone users
TelkomFlexy-Trendy Card (PT Telkom) in Surakarta. The data was
analyzed by Structural Equation Modelling (SEM). The result is
complaint is negative significantly influence to customer satisfaction LEMBAGA
and corporate image. Customer satisfaction is significantly influence PENERBIT MRBM
to trust, switching cost and corporate image. Trust, switching cost and FAKULTAS VOL. 8
corporate image is signicantly influence to customer loyalty. But EKONOMI NO. 1 JURNAL
customer satisfaction is not significantly influence to customer loyalty. UNIVERSITA APRIL
Keywords: Customer loyalty, Complaint, Customer satisfaction, S TRISAKTI 2008
Trust, Switching cost, Corporate image.

Intellectual Capital (IC) is an intangible asset, as a hidden value,

needed by company to explore the company's competitive advantages.
This study tried to identify IC as one of company's resources to
generate earnings. We propose 5 valuation models to identify IC role
as one of firm value from price and earnings. There are 3 hypotheses
that have been proposed in this study. The first hypothesis is proved by
valuation model 1-4. The result shows that IC has influenced
significantly to share price. The second and third hypothesis has failed LEMBAGA MRBM
to accept. We use valuation model 5 to prove these hypotheses. Those PENERBIT VOL. 8
are implied that IC has not been used optimally to generate earnings. FAKULTAS NO. 1 JURNAL
This study concludes that companies in Indonesia have not yet have EKONOMI APRIL
the capabilities to innovate and creativity in order to generate eamings. UNIVERSITA 2008
Companies in Indonesia are more tangible insentive rather than S TRISAKTI
intangible insentive. Keywords: Intellectual capital, Share price,
Earnings
Many consumer purchase contexts are carried out in environments
without clear reference points against which consumers assess their
relative satisfaction on the bargaining outcome. In the absence of a
reference point, perceptions of bargaining outcome may be influenced
by cues which are made salient during the course of a bargaining
process, one of those is the seller's response time to the proposal
offered by a prospective buyer. Through the mediating role of
perceived level of conflicts, response time affects the perceived level
of bargaining result. Following up1n*e><evious work of Srivastava
and Oza (2006) on the effect of seller's response time on buyer's
bargaining outcome perception, the author proposes 2 (two) new
constructs which take into account the characteristics attributed to the
buyer and seller respectively. In order to be able to qualify seller's
response time as a valid cue for consumers to assess the seller's
internal conflict, author argues that consumers might need to possess LEMBAGA
sufficient need for cognition (NFC). Consumers with high NFC will MRBM
PENERBIT
put less dependency on response time as a valid clue to infer the level VOL. 8
FAKULTAS
of opponent's conflict in a bargaining process, compared to consumers NO. 1 JURNAL
with low NFC. Borrowing from the literature of adaptive selling EKONOMI APRIL
behavior, author further argues that the selling style of a seller could UNIVERSITA 2008
also play a moderating role affecting the relationship between seller's S TRISAKTI
level of conflict and buyer's perception on the bargaining outcome.
Sellers using internalization selling tactics may reduce the effect of
conflict on perceived bargaining outome, while the use of
identification selling tactics may give moderating effects in the
opposite direction. Future empirical research to test the proposed
relationships among variables is strongly encouraged. Keywords:
Consumer purchase, Bargaining process, Perspective buyer

The identify of investors doing a transaction, either domestic or

foreign, is so transparent in our capital market. This allow some
traders to follow the trading of a certain group of traders, namely
foreign investors. This herding behavior is based on two assumptions.
First, foreign investors are believed to have bigger capital. Second,
they are also regarded to own more superior information and better
fundamental outlook than the domestic investors. Based on this
phenomenon, it is predicted that there is a positive relationship
between IHSG (the composite stock index of Indonesian Stock
Exchange) and the net daily foreign fund flow in the market. Besides
confirming the above hypothesis, this study also tries to find out the
effect of exchange rate and regional stock index on the IHSG, using
GARCH model. Keywords: Foreign investor, Herding, Exchange rate
Nowadays, the industry of telecommunication service provider
in Indonesia is thriving. Telecommunication operators, both
GSM-based and CDMA-based, compete for bigger share of the
market. We can see that there are a lot of packages and added
features offered. However, service failures still occur that
requires providers to do service recoveries. Good service
recovery after service failure occurrences is identified in the
service industry as one of the key for customer loyalty. This
research aims to determine the effect of dimensions of justice
toward the customer satisfaction in the service recovery of
Indonesian telecommunication provider, in this case ESIA, and
compares the customer satisfaction of each customer by trust,
word of mouth and customer loyalty between complaining and
non-complaining customer. The result shows that customer
complaint influenced by two variables from dimensions of
justice through interactional justice and distributive justice.
Besides that, result shows that service recovery satisfaction
influences customer response after service recovery is
completed, in form of trust, word of mouth and customer
loyalty. Keywords: Seivice recovery, Customer satisfaction,
Customer complaint
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