Analysis of Factors Affecting Trust and Trust Loyalty Effect Against Internet Users Banking in Surabaya

This research intends to know the factors that influence the trust and the influence of the trust of the users’ loyalty to internet banking in Surabaya. 

The sample of this research is 106 users of internet banking at BCA, Lippo, Mandiri, Niaga, BII, Permata, Bukopin and Mega Bank. The statistical tool used in this research was Structural Equation Modelling (SEM). Data were analyzed using statistical software LISREL 8.30. 

The results of this research indicated that opportunistic behaviour control was the greatest factor that influencing I-Banking customers’ trust, followed by shared value and communication, moreover this research also proved that trust act as the factor that influence the internet banking users’ loyalty.

Keywords: internet banking, trust, loyalty

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Influence Factors On The Performance Of Employees Of Communication Satisfaction

The research is designed to analyze the influence of organizational communication satisfaction on employee performance. In this research organizational communication satisfaction includes communication climate, communication controlling, unity of organization, communication with coworker, information of company, individual feedback, media quality, and communication of superior with subordinate. 

Respondents were consist of 100 employee from three public hospitals i.e. Romani Hospital, Telogorejo Hospital, and Panti Wilasa Hospital. They were gathered by using random sampling method. The data were analyzed by using regression analysis method. 

The results show that all organizational communication satisfaction variables significantly dan positively influenced on the employee performance.

Keywords: communication satisfaction, personal-communication with colleagues, individual feedback, communications supervisor to subordinate, employee performance.

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The effect of marketing mix on positive word of mouth communication: evidence from accounting offices in Turkey

This paper examines the relationship between marketing mix and word of mouth communication. These variables are increasingly recognized as being sources of competitive advantage in the marketing and management literature. 

However, no empirical research has been conducted to examine these variables’ relationship. An integrative model was developed and tested with structural equation model using data collected from the 503 Turkish accounting offices’ customers. 

The results show that marketing mix components, namely price, product, promotion and place have effect on word of mouth communication with different impacts significantly.

Keywords: word of mouth communication, accounting offices, marketing mix.

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Total Quality Management System With Performance Measurement and Recognition System On The Performance Of Managerial

This emperical research conducted 2003, is intended to test the hyphothesis about the influences of performance measurement system, reward system, TQM, the performance measurement system and TQM interaction, and the reward system and TQM interaction to managerial performance.

The research design is survey and quantitative approach with samples senior managers and staff of the total population. It uses the multiple regression method to test heypothesis.

The result of the research is fail to reject Ho5, meaning that the reward system and TQM interaction have no significant influnce to the managerial performance. The other five are approved of received by the test.

Keywords: TQM, performance measurement system, reward system, managerial performance.

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Information Technology To Improve Services In The Public Sector

Analysis of information technology adoption process much use of the Technology Acceptance Model (TAM), which consists of 3 main variables, namely perceived benefits (usefulness), ease of use (ease of use), and acceptance of IT (IT acceptance.)


Technical analysis used was structural equation modeling with the respondent government employees work in public.


Results showed ease of use and benefits  perceived no effect on the acceptance of IT, contrast the ease of use influence on perceived benefits. Palembang city government benefit use of IT in providing services to the public sector. Conversely, although  many information technology provides an easy and provide great benefits but acceptance of technology is still limited. It is expected that with the ease of use is granted IT, can have an impact on the acceptance of IT, because in general, IT has been proven to  provides convenience in helping public sector activities and their benefits can felt by the public.

Keywords: Technology Acceptance Model, Information Technology, Public Services Structural Equation Model

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Relationship Quality as a Predictor of B2B Customer Loyalty

This study aims to provide a picture of how relationship quality can influence customer loyalty or loyalty in the business-to-business context. Building on prior research, we propose relationship quality as a higher construct comprising trust, commitment, satisfaction and service quality. These dimensions of relationship quality can reasonably explain the influence of relationship quality on customer loyalty.

This study was conducted in a business-to-business setting of the courier and freight delivery service industry in Australia. The survey was targeted to Australian Small to Medium Enterprises (SMEs). Two methods were chosen for data collection: mail survey and online survey. The total number of usable respondents who completed both survey was 306.

In this study, a two step approach (Anderson and Gerbing 1988) was selected for measurement model and structural model. The results also show that all measurement models of relationship dimensions achieved a satisfactory level of fit to the data. The hypothesized relationships were estimated using structural equation modeling. The overall goodness of fit statistics shows that the structural model fits the data well.

As the results show, to maintain customer loyalty to the supplier, a supplier may enhance all four aspects of relationship quality which are trust, commitment, satisfaction and service quality. Specifically, in order to enhance customer’s trust, a supplier should promote the customer’s trust in the supplier. In efforts to emphasize commitment, a supplier should focus on building affective aspects of commitment rather than calculative aspects. Satisfaction appears to be a crucial factor in maintaining purchase intentions whereas service quality will strongly enhance both purchase intentions and attitudinal loyalty.

Keywords: Loyalty, Relationship Quality, B2B, Service Quality, Courier Services 

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Customer Based Brand Equity

Brand equity is a concept born in 1980s. It has aroused intense interest among business strategists from a wide variety of industries as brand equity is closely related with brand loyalty and brand extensions. Besides, successful brands provide competitive advantages that are critical to the success of companies. However, there is no common viewpoint emerged on the content and measurement of brand equity. Brand equity has been examined from financial and customer-based perspectives. This paper will only study the customer-based brand equity which refers to the consumer response to a brand name.

The aims of the study are to review the dimensions of customer-based brand equity by drawing together strands from various literature and empirical studies made within the area of customer-based brand equity. A conceptual framework for measuring customerbased brand equity is developed to provide a more integrative conceptualization of brand equity

Keywords: brand equity, brand awareness, brand associations, brand loyalty, perceived
quality

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Pengaruh Board Diversity Terhadap Nilai Perusahaan dalam Perspektif Corporate Governance

Board diversity is one the issue related to corporate governance. Board diversity shall influence Board of Directors composition. In this research, board diversity is measured by 5 variables, i.e. women in board, minority race availability, outsider directors, age, and educational background, with board and company measurement control variables. Company value is measured by utilizing Tobin’s Q ratio. 

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