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This paper develops a research model to examine the relationshipamong e-service quality, quality customer problem management, customersatisfaction and customer loyalty. Data from a survey of Bukalapakcustomers were used to test the research model. Confirmatory factoranalysis was conducted to examine the reliability and validity of themeasurement model, and the structural equation modelling technique wasused to test the research model. The analytical results showed that thedimensions of e-service quality, quality customer problem management,affect overall customer satisfaction and customer loyalty. Moreover, thelatter in turn are significantly related to customer customer loyalty.

Internet customers and users in Indonesia are expressed from year to year continues to grow. It can be seen from the graph that is processed based on data from the Indonesian Internet Service Providers Association (APJII) and the Central Statistics Agency (BPS), that internet customers and users are increasing every year. The usefulness and benefits of the website include making it easier to exchange and update information with other internet users, and to be able to obtain up-to-date information. A website is the work of individuals or individuals, can also show ownership of an organization, company, and usually the website shows some special topics or specific interests.

Semarang Mini Iron Shop has 5 employees and a leader. Mini Iron Stores Semarang do the buying and selling process wholesale with various customers, the majority of which are small traders or retailers. In running its business, Semarang Mini Iron Shop still conducts conventional buying and selling transactions using a sales memorandum. This allows duplicate data to occur due to repeated customer and supplier data writing. Based on the above problems, the author wants to propose a multiuser-based inventory system design to be taken into consideration in helping to speed up the process of recording purchase and sales transactions and can provide the information needed at the Semarang Mini Iron Store in the form of inventory reports, sales level reports and daily income reports in the form of an application Inventory system in Semarang Mini Iron Shop using Visual Basic 6.0 and MySql database. Making this application is expected to be one of the efforts that can be done to overcome the problems that often occur so as to increase the effectiveness of work which will certainly affect the quality of service to customers.

The development of science and technology in various fields in the era of globalization is felt to be very advanced. So that information is something that is needed in a fast, precise and accurate. Many conveniences are promised in a variety of information technologies. There is one fact that cannot be denied that this information has become an expensive commodity, if a company or agency cannot uphold the information that it needs most, then the procurement of information itself will obviously drain resources and funds. In doing business, PD. BPR BKK Demak Kota already has and uses an adequate accounting, deposit and credit information system. One of the strategies applied by PD. BPR BKK Demak Kota in collecting funds is the Ball Pick Up System, which is by visiting individual and institutional customers. While the institutions that have been served by PD. BPR BKK Demak Kota are schools, one of which is SMA Negeri 3 Demak. The service is in the form of an education fee payment. In serving the payment of school education costs in SMA 3 Demak, PD. BPR BKK Demak Kota still uses the conventional way, that is by receiving deposits from students, the data is recorded in the admission book and after adding up with a calculator, the result is that service is very slow. To overcome the problems mentioned above, it is necessary to build a system that can accelerate the process of receiving tuition fee payments and can produce a more detailed report on school fees both those who have paid and those who have not yet paid. One such system is utilizing VPN (Virtual Private Notwork) technology. Based on the description of the problem above, it becomes an impetus for the writer to be able to solve this system as well as possible and is very background for the writing of the Thesis which is planned to be realized using the Microsoft Visual Basic 6.0 program language

This study analyzes the effect of innovation orientation, promotionalsupport and sales force support on product performance in the market inorder to improve sustainable competitive advantage. The research problemthat is proposed fully refers to the research problems that is; there is atendency to increase the number of cabin numbers Prepaid sympathy, whichmeans the cessation of customers using Simpati Prepaid products based ondata from April 2004 to January 2005, and research gap from previousresearch, therefore, the formulation of this research problem is aboutimproving product performance in the market by basing on innovationorientation, promotional support and sales support to enhance sustainablecompetitive advantage. Furthermore, variable and indicator of research alsobased on previous research. A model has been developed and four hypotheseshave been formulated to address this research problem. Sampling techniqueis two technique (double sampling) that is, purposive samplingmethod andmethod of quota sampling. Respondents from this study amounted to 100respondents, where respondents are the owners or managers of retail andcellular prime amounting to 100.The data analysis used is Structural Equation Modeling (SEM) inAMOS 4.01 program. The results of this research data analysis show themodel and research results can be received well. And furthermore, the resultof this research proves that innovation orientation has positive andsignificant effect on product performance in the market, then it is formulatedthe support of sales force on product performance in market is positivelysignificant, empirical evidence shows promotional support is positive forproduct performance in market, further can be concluded that each constructhas gained justification and empirical evidence of sustainable competitiveadvantage through product performance in the market is positive andsignificantly influential.

This research analyzes the effect of perception on customer orientationand perception on company reputation on perception of strategic serviceorientation and its impact on customer satisfaction. The research problem isbased on 2 (two) issues: first is research gap based on previous researchbackground for example, referring to the borders and direction of researchwill come on and inconsistent with previous findings such as in Homburg etal., ( 2002); Chenet et al., (2000); Pelham, (1997); Doney and Cannon(1997). And the second comes from the research problems, which is found inthe data that gives an overview of the condition of PT. MandalatamaArmada Motor deals with the targets and sales realization of "Honda"brand products in Semarang region, where in 2005 PT. MandalatamaArmada Motor can not meet the targeted marketing of 869 units and canonly be realized 725 or 83% only.A model has been developed and five hypotheses have been formulatedto address this research problem. Sampling technique is purposive method(purposive sampling). Respondents from this study amounted to 120respondents, where respondents are customers of PT. Mandalatama ArmadaMotor. The data analysis tool used is Structural Equation Modeling (SEM)in AMOS 4.01 program. The results of this research data analysis show themodel and research results can be received well. And furthermore the resultsof this study prove the influence of perceptions on customer orientation toperceptions of strategic service orientation is a significant positip.Perceptions of a company's reputation have a positive effect on perceptions ofstrategic service orientation. Perceptions of customer orientation have apositive effect on customer satisfaction. And the influence of perceptions onthe company's reputation on customer satisfaction is a significant positively.As well as perceptions of the orientation of strategic services positively affectcustomer satisfaction

The development of technology is now something that is universal and can be utilized in various human lives. One of them is in business. In this era, it is undeniable that a computer is a component that must be owned by a company in running its business, in order to assist in processing data and help improve the quality of work and quality of service. In this case, Eka Jaya Electronics Shop is used as a place of research, because in this place the system is still manual and not well managed, so that errors often occur in making reports and in processing stock. The purpose of this study is to provide convenience when processing sales, purchasing, product data, supplier data and customer data, minimizing errors in recording. The research method used in this study is to use the R & D (Research and Development) method. This method is used to produce a certain product that is analytical and its effectiveness can be tested so it can be used in the wider community. In designing the system tools used are Flowcharts, Entity Relationship Diagrams and Context Diagrams, while for data collection using observation, interviews, and literature study. Database application development tools using MySQL and programming languages ​​using Visual Basic 6.0. With this information system, transaction data processing can be computerized so as to reduce errors in reporting. Keywords: Accounting Information Systems, Sales and Purchases, R&D Methods

SP-Plast screen printing is a company engaged in the field of printing that uses tools or screen printing media. Company profile is a promotional media that can be used to support promotions that already exist on screen printing SP-Plast. Based on sales data available on SP-Plast screen printing, there was a decrease in the number of sales from March - May 2017. SP-Plast screen printing requires a media to help more attractive promotions to attract clients and keep customers from switching to other companies without eliminating the previous promotional media, namely with an interactive multimedia company profile. Company profile can be used to improve the presentation of company identity which was previously still in the form of print media, namely banners and business cards. The results of this design in the form of an interactive multimedia-based company profile that contains the history, vision & mission, screen printing production processes, contacts, and addresses SP-Plast screen printing. The results of this study are based on the validation test assessment of users is 3.13. These criteria are in the range of 2.51 - 3.25 which is included in the effective category, so this company profile tool can be said to be feasible.

Nu Skin Enterprises is a direct selling America and multilevelmarketingcompany that develops and sells personal care products and dietarysupplements (under the Pharmanex brand). Issuesthat form the basis of thisresearch is that Nu Skin has not been included in the 10best MLM dIndonesia by number of members and the members clarity andwebsite addressbased on MLMStars.net in 2012. The purpose of this study was to analyzetheeffect of the ability of the sales force, sales training and orientationaccuracy ofthe customer to the performance of agents multilevel marketingdistributors of NuSkin in Semarang . The population in this study is the distributor of Nu Skin multilevelmarketing agency in Semarang with a sample of 35 respondents wasobtained by purposive sampling technique, the distributor who has joined for3 months and have a monthly income and the amount of the bonus >Rp.1.000.000. Primary data was collected through questionnaires andanalyzed with multiple linear regression analysis . The results showed that the ability of the sales force and accuracy ofsalestraining has a positive effect on the performance of distributors agents.Whilecustomer orientation negatively affect the performance of distributorsagents.Variable accuracy of sales training (b2 = 0 , 534) became the largestfactoraffecting the performance of distributors agents. While the sales force'sabilityvariables (b3 = 0.419) became the lowest factor affecting theperformance ofdistributors agents .

Brand Switching is the time when a customer or a group of customerchange their loyalty from one brand of product to another. Population of thisresearch is SIM Card User in Totalwin Semarang. Sixty eight are chosen assample are fixed as purposive sampling. Data are analyzed using SPSSprogram. Data are collected with questionnaires.From the research we canconclude that validity test and reliability test all questioner are fulfill therequirement. Result and theoretical implication of this research is: thisresearch supports previous researches postulating that promotion, price , andproduct attributes influences to brand switching positively. In managerialterms, this research contributes to decision makers to pay more attention tothe promotion in purpose to improve loyalty customer.

The research examines the marketing system and a simple accounting bookkeeping transaction-based online web 2.0. The system Web 2.0 is used as trend center of the SMEs RiauMelayu songket to promote their products as well as typical local wisdom elevates the Melayu Songket. The success of SystemWeb 2.0 is themodel ofweb-based marketing system with simple accounting bookkeeping can run effectively and efficiently, which is built with each character SMEs Riau Melayu songket. The purpose ofthis systemof Web 2.0 is good customer in teraction to the system.Consumers SMEs are willing to share knowledge songket product and satisfied with the service of the products such as ease of payment because it supported a good simple accounting bookkeeping. Some of the SMEs to transform knowledge into innovative products or services. This research use sample consisted of 45 people from SMEs Riau who act as the owner, co-owner, accounting, labor, marketing, songket weavers scattered in the RIAU area. The data are taken with the collecting of data into observation, interviews and questionnaires central. Selection of samples by using purposive sampling.The method is a descriptive to explore Marketing Model and application of financial records Riau SMEs based on systemweb 2.0. The result of the research Indicated integrated system that combines all the elements of art and Riau Melayu culture and its financial records in a web site that is easily accessible web bases or very useful. This is not only aimed at the improvement of the economy craftsmen and merchants SMEs Riau Melayu batik and songket, but also it’s means of promotion, enhancement obedient bookkeeping, as well as increased regional revenue for the province of Riau

Abstrak: Fraudulent acts have caused many casualties bank customers. therefore necessary lawsto protect customer responsive acting in good faith. With the issuance of Law No.8/2010, the bank actually had a legal basis to delay the transaction. Transaction delayis an act of financial services providers to not carry out transactions on their owninitiative, or upon order of the investigator, the prosecutor and the judge's order. ByLaw No. 8/2010, the bank can delay the transaction and refund the remaining funds tocustomers who become victims of fraud to protect consumers acting in good faith.Key words: transfer of funds, bank.

Pada kajian ini diuraikan mengenai faktor yang  mempengaruhi lamanya mengakses situs web, faktor yang mempengaruhi keputusan membeli, evaluasi konsumen terhadap situs web. Berdasarkah hasil pembahasan diperoleh kesimpulan sebagai berikut :  (1) Faktor yang mempengaruhi lamanya mengunjungi situs web adalah karakteristik web, keterlibatan, kebutuhan pemahaman, dan interaksi web; (2) Faktor yang mempengaruhi keputusan membeli secara online adalah efisiensi untuk  pencarian, value, dan interaksi; (3) Penilaian terhadap situs web oleh konsumen dapat dikelompokkan menjadi : desain situs, fungsionil situs, dan customer value.

The use of revenue sharing between depositors mudharabah saving and the bank in the operation of Islamic Banks, has created an agency problem. Regarding with this problem, Banks should provide both financial and non financial information for the depositors mudharabah saving. This research tests again there is gap in the information provided by banks as the provider of information to the depositors as the user of the information. Based on asymmetry information theory, depositors as a party with less information, would demand more information to the banks. However for some reasons, banks might restrict the information provided to the depositors mudharabah savingOne hundred seventy-five customers consists of mudharabah saving account customer, mudharabah investment account customer, wadiah current account customer and financing customer and ninety seven staffs of Islamic banks in Semarang using technical convenience sampling have been surveyed with questionnaire.This research used independent sample t-test in analyzing the expectation gap of the two groups. The result shows that in general, there is no expectation gap between overall customers and Islamic Banks Managers in both financial and non financial disclosure. But there exists expectation gap between mudharabah investment account customer and Islamic Bank Managers in financial and non financial disclosure.

Decision support system of credit giving is a computer-based information system that can be used as a tool for manager of the credit department to decide received  whether or not the loan application that submitted by customers. In the decision support system of credit giving uses principles of assessment called the 5 C. The 5 C are character, capacity, capital, collateral,  dan condition. Principles of  the 5 C will be taken for credit giving consideration. While preference for the weighting of criteria using Analytical Hierarchy Process. Overall, the existing process on the decision support system  of  credit giving is manager assigned the criteria, sub criteria, sub-sub criteria and the score. Then manager give preference of criteria to generate criteria weights. The data has been inputted by manager is used by staff of credit department  to perform the assessment so that can be produced a credit decision is received or rejected.

Hospital is one of type effort for service that is now stays in very tightening emulation climate. Struggle to create recuring business with customeroccupies central point in the effort hospital to exeed at long-range emulation. Service quality and cutomer value becomes thing which necessary for hospital. This research analysis factors influence customer satisfaction to create hospital service reference enthusiasm in Hospital PKU Muhamadiyah Gubug Kabupaten Grobogan.Research problem is existence of gap or debate at antecedent research would consequence and from customer satisfaction. Other problems is thehappening of downdraft of number of outpatients continually at last four months and existence of improvement of number sighs from patient. Respondent in this research 120 patients with sampling method applies acidental sampling. This research applies analysis Structural Equation Modeling (SEM) what implemented through program AMOS as a means of assists its the analysis.Result of research proves that service quality, cutomer value and excellence of product has positive influence and signifikan to customersatisfaction. Hereinafter, customer satisfaction of influence positive and signifikan to hospital service reference enthusiasm. Excelsior service quality and cutomer value has customer satisfaction of excelsior and causes home service reference enthusiasm which excelsior.

Kepuasan dan ketidakpuasan nasabah atas produk akan berpengaruh pada pola perilaku selanjutnya. Apabila nasabah merasa puas, maka dia akanmenunjukkan besarnya kemungkinan untuk kembali membeli produk yang sama. Kepuasan masih menjadi kunci dalam pencapaian loyalitas nasabah.Manajemen hubungan nasabah, merupakan strategi yang terarah dan tepat untuk mendukung penerapan Customer to Business atau Customer to Customer, sehingga kunci ke arah sukses jangka panjang dalam pencapaian kinerja dapat diwujudkan perusahaan. Kelemahan paling serius perusahaan adalah ketidakmampuan perusahaan dalam mengelola hubungan baik dengan nasabah.Kepuasan nasabah merupakan kunci sebuah mekanisme proses pencapaian strategi manajemen hubungan nasabah yang mengarah pada perilaku nasabah berdasarkan manajemen hubungan nasabah sebagai muara akhir. Titik berat manajemen hubungan nasabah terletak pada proses strategi manajemen hubungan nasabah yang diterapkan oleh perusahaaan.

This study intent to search several variables’ effect which is probably able to rise loyalty and firm performance. The study used several customer of WAN HAI Ltd in Midle of Java as sample. Data analyze instrument used by the writer is AMOS 4.Data analyze result shows that the research model has well appropriateness andall hypothesis of the study are able to be evidenced. Summary said that satisfaction,reputation, price, are positively effected to loyalty, and loyalty are positively effected tofirms performance.Result of research proves that satisfaction, reputation, and price has positive influence and significant to loyalty. Loyalty has positive influence and signifaicant to firm performance. Managerial implication given to the company is suggestion or input to management to concern the price factors, as it is the most dominant factor effected to loyalty. The research’s limitation is that it is case study so that the result is not able to be generalized

Supply chain business network that explained as an organization network that involve supplier relationship upstream) and customer downstream). Effectivity of integration on supply will be the key factor for company to reach continuous improvement that make company became competitive.The difference result in applying integration pattern, could be seen at restaurant sector, dept food and beverage (hotel) and fact food restaurant. Theunderlined is that each sector are different in integration factor and the influence to company performance. Based on that problem, the research question is : how the integration pattern characteristic of supply chain and implementation ( direction and level) from each sectors. Sample amount of this research is 31 company that include of 15 restaurant, 10 dept food and beverage hotel and 6 fast food restaurant.Based on the result of regression equation knows that integration pattern supply chain management positively affecting dept food and beverage company performance in Semarang. Variation of variabel company performance that can be explained by variation of integration pattern supply chain management is 69% and the rest 31% affecting by another variable outside variable that used in this research.There is a significance difference between restaurant in Semarang that consist of restaurant, food and beverage division and fastfood restaurant with integration pattern supply chain management and company performance.

This article discuss research progress and future opportunities for modeling consumer choice on the Internet using clickstream data and also to compare the nature of Internet choice (as captured by clickstream data) with supermarket choice (as captured by UPC scanner panel data). Though the application of choice models to clickstream data is relatively new, and review existing early work and provide a two-by-two categorization of the applications studied to date (delineating search versus purchase on the one hand and within-site versus across-site choices on the other). The article discusses additional opportunities afforded by clickstream information, including personalization, data mining, automation, and customer valuation and also offers directions for further research in these areas. Notwithstanding the numerous challenges associated with clickstream data research.