Kamis, 03 Maret 2011

ALASAN MENGGUNAKAN INTERNET

DWINASTYA SURYANI PUTRI

172.10.022

Pada jaman yang modern ini, makin maraknya teknologi yang canggih. Seperti halnya pada internet. Internet sangat membantu saya dalam segala hal. Baik mengerjakan tugas, komunikasi, dan mencari informasi-informasi yang terupdate.

Internet adalah sebuah media yang sangat bagus untuk terhubung dengan dunia luar. Google adalah salah satu alternatif untuk mencari tugas dari kampus, dan mencari informasi yang update. Selain untuk mencari informasi, pada facebook saya gunakan untuk hiburan. Seperti mencari teman, game pet society, dll. Twitter saya gunakan untuk menerima informasi internal kampus, dan mengetahui kegiatan sehari-hari teman. Biasanya 4shared saya gunakan untuk mendownload lagu-lagu terbaru masa kini.

Dengan adanya teknologi modern internet saat ini saya merasakan banyak sekali manfaatnya yang menjadikan alasan mengapa saya menjadi pengguna internet antra lain adalah:

1. Mempermudah adanya ilmu pengetahuan dan teknologi.

2. Memudahkan pencarian tugas

3. Bisa lebih mudah berkomunikasi dengan orang banyak.

4. Bisa menghilangkan kebosanan dengan bermain game yang ada di internet.

Biasanya saya sering menggunakan internet untuk berkomunikasi dengan kerabat-kerabat seperti menggunakan yahoo, facebook, dan twitter. Pada yahoo mudahnya mengirim pesan dengan cepat dan mudah. Namun ada kekurangan dari pengiriman pesan melalui ini, karena belum tentu semua orang membuka emailnya setiap saat.

Selasa, 28 Desember 2010

REVIEW JOURNAL

Factors to Customer Satisfaction and Customer Loyalty: Study
Case in CV. Facility Media Advertising Surabaya

Trisno Musanto
Lecturer of Economic Faculty of Widya Mandala Catholic University Surabaya

ABSTRACT
This study aimed to determine the extent to which customer satisfaction have a significant influence on customer loyalty Advertising Strategies newspapers Java Heading the Media CV.Sarana Advertiseng and variables which contribute The biggest influence on customer loyalty. In this research using four variables to represent keppuasan customers include: reliability, response to and remedy of problems, sales experience and convenience of acquisition. From the results Note that the calculation of sales experience to provide the largest contribution customer loyalty.
Keywords: customer satisfaction, customer loyaliras.

INTRODUCTION
Today the information needs to be a very important requirement in developed countries and developing countries like Indonesia. The need for information can be obtained through a variety of ways, including through TV, radio and newspaper. Each way has different characteristics, but have one thing in common is to give information as well as a means to advertise a product or service.
One way to obtain the information needed is through the newspapers. Java Post is the only national newspaper, published from Eastern Indonesia and is a means to help provide information needed by the community. In providing information to the reader is quite good both in terms of news that is always accurate, warm and trustworthy as well as advertising. Special advertising engaged in general advertising (display) and ads telling.
To improve service to advertisers telling Java Post, since 1985, Java Post opened the service through sub-agents are scattered in various places and regions by appointing CV Facility Media Advertising as a coordinator. But since the mid-90s the role of coordinator CV Advertising Media Facility reduced. Since it is also emerging new agents, so timbulah competition between agencies providing services to advertisers, particularly ads telling.
C.V. Facility Media Advertising in accepting advertising orders telling obtained through three sources, namely: through direct advertisers, through the telephone service and through sub-agents. In this study received orders C.V. Facility Media Advertising does not distinguish the source and as an object of research is telling ad customer Java Post which is managed by CV Facility Media Advertising.
With the slogan "wow already sold" was enough to attract advertisers line through Java Post newspaper. From the initial study conducted on 25 people known to the customer to three things: first, an opinion about the slogan "wow already sold", 72% of customers agreed that the slogan is really fit the reality, 12% said not necessarily and 16% said no appropriate. Second, customer satisfaction in choosing C.V. Facility Media Advertising as a means to put an ad telling Java Post, where 100% stated the service satisfactory, rapid and timely publication, 90% said the service friendly and courteous in responding to customer complaints when ads are not published. Third, customer loyalty to C.V. Facility Media Advertising is good enough, this is reflected in 85% of customers willing to reinstall ads telling through CV Facility Media Advertising and 72% of customers never recommend it to others to put an ad telling through CV Facility Media Advertising. Based on the background of the researchers focused on the study whether the factors of customer satisfaction Reliability (reliability), Response To and remedy of the problem (response and problem solving), Sales experience (experience of employees), Convenience of Acquistion (ease and comfort) have influence significant impact on customer loyalty?.

LITERATURE REVIEW
Understanding Services
Services in general have different characteristics when compared with the goods. In order to understand these differences, it will be explained telebih advance about understanding. Kotler and Armstrong (1996:660) defines an act of service or benefit offered by a business entity to another party that is not realized and did not result in ownership of something. Production may be associated with physical products or not. While Payne (2000:8) proposed service is "an activity that has some element related ketakberwujudan denganya, involve some interaction with customers or with property in its ownership, and does not produce a transfer of ownership."
Based on the above understanding, it can be concluded that the service is basically an activity that has some ketakberwujudan elements that can be given by a party to the other and provide various benefits to the parties concerned. Every service provider needs to know, anticipate and meet customers' needs and desires with regard karkteristik services.
Service Characteristics
Kotler & Armstrong (1996:661) argues that there are 4 characteristics of the service include:
a. Intangibility (Not true)
Services did not materialize, can not be seen, tasted, felt and heard before purchase.
b. Inseparability (not separated)
Services can not be separated from service providers, both providers are people or machines. Services can not dijejerkan on sale racks and bought by consumers whenever required.
c. Variability (Keanekarupaan)
Service very wide way, because depending on who provide it and when and where provided. Often buyers will realize keanekarupaan service this huge and discuss with others before choosing a service peyediaan.
d. Perishability (Can not durable)
Services can not durable, hence can not be kept for sale or use in the future. The nature of services that are not durable This is not a problem if demand remains / regular basis, because the previous services can be easily prepared in advance, if demand berfluktasi, service companies will be faced with various difficult problems.
The concept of Customer Satisfaction
Pelenggan Satisfaction is a level where the needs, desires and expectations of pelenggan to terpenihi which will result in repeat or ongoing loyalty (Band, 1991). The most important factor for creating customer satisfaction is the performance of the agent which is usually defined by the quality of the agent (Mowen, 1995). Product quality services have an important role to establish customer satisfaction (Kotler and Armstrong, 1996). The more quality products and services provided, the satisfaction felt by the customer getting higher. When the higher customer satisfaction, it can generate profits for these enterprises. Satisfied customers will continue to make purchases on such business entity. And vice versa if no satisfaction, may lead customers to move to another product.
The level of satisfaction is a function of the difference between the perceived performance with expectations (Kotler, 1997). Thus, customer expectations background for why the two organizations on the same business type may be judged differently by the customer. In the context of customer satisfaction, general expectations are estimates or beliefs about what customers will accept. Hope they are formed by first buying experience, comments of friends and acquaintances as well as the promise of the company. The expectations of these customers from time to time growing along with the increasing customer experience.
According Tjiptono (1997:24) satisfaction or dissatisfaction of customers is the customer response to the evolution of incompatibility (discinfirmation) are perceived between prior expectations and actual performance product that is felt that the increasing competition, more and more manufacturers are engaged in fulfillment of consumer needs and wants so this is cause every business entity must put orientation on customer satisfaction as main goal, among others, with the increasing number of enterprises that states a commitment to customer satisfaction in the mission statement, ad.
Agency efforts to find satisfaction from their customers through the feedback provided by consumers to business entities so that they can be input for purposes of development and implementation as well as increased customer satisfaction. From here it can be seen at the time of customer complaints. This is an opportunity for enterprises to be able to know the performance of business entities. Given these komplin enterprises can improve and enhance the service so as to satisfy consumers who have not satisfied earlier. Usually consumers have a great commitment to the business entities that responded to kompalin him. To create customer satisfaction with a company should be able to meet the needs of consumers who are considered most important, called "The Big Eight factors" which are generally divided into three categories as follows (Hannah and Karp, 1991):
· Factors associated with the product:
* Quality products
That is the quality of all the components that make up the product. So that these products have added value.
* The relationship between the value to the price
It is a relationship between price and value of the product is determined by the difference between the value diterimaoleh customers with the price paid by customers to a product produced by the enterprise.
* Forms of products
Product form is the physical components of a product that produces a benefit.
* Reliability
Is the ability of a company to produce products in accordance with what was promised by the company.
· Factors associated with care:
Guarantee
It is a guarantee offered by the company to refund the purchase price or make repairs to the damaged product after purchase.
Response and how solving problems
Response to and Remedy of Problems is the attitude of employees in responding to complaints and problems faced by customers.
· Factors associated with the purchase:
Employee Experience
Represents all the relationships between customer and employee CV Sarana Media Advertising, particularly in terms of communication associated with the purchase of ease and comfort in the Convenience of acquisition is all the ease and convenience provided by the company against the product.
Customer Satisfaction Measurement Technique
Survey method is the most widely used method in measuring customer satisfaction. Customer satisfaction survey methods can use the measurements with various features as follows:
1. Measurement can be done directly with questions such as "Express how satisfied you against CV Sarana Media Advertising services on the following scale: very dissatisfied, dissatisfied, neutral, satisfied, very satisfied" (directly reparted satisfaction).
2. Respondents were asked about how much they expect certain attributes and how much they feel (derived dissatisfaction).
3. Respondents were asked to write down the problems they face relating to the offering of the company. Besides, respondents were also asked to write down the improvements they recommend (problem analysis).
4. Respondents may be asked to rank various elements (attributes) of the bid based on the degree of each element, and question how well the company's performance in each of the elements (importance / performance ratings).
The formulation of customer satisfaction by Tse and Wilton in Tjiptono (1997:36), can be obtained as follows:
Customer satisfaction = f (expectations, perceived performance)
From this equation it can be seen that there are two main variables that determine customer satisfaction, ie expectations and perceived performance. If perceived performance exceeds expectations, then the customer will be satisfied, but if otherwise then the customer will be dissatisfied. Therefore, satisfaction will lead to customer loyalty, the loyalty as a variable endegenous caused by a combination of satisfaction, barriers diversion (switching barrier) suppliers, and complaints. So it can be formulated that:
Loyalty = f (customer satisfaction, switching barriers, voice)
Customer Loyalty
Customer loyalty is a behavioral incentive to make purchases again and again and to build customer loyalty to a product / services produced by these enterprises takes a long time through a process of repeated purchase it (Olson, 1993).
Customer (Customer) is different consumers (Consumer), one can say as a customer if the person is starting to get used to purchase products or services offered by the enterprise. Habits can be built through repeated purchases within a specified period, if within a certain time does not make a purchase again then that person can not be said as a customer but as a buyer or consumer. Furthermore, Griffin argues that a person is said to loyal or disloyal customers if those customers buying behaviors on a regular basis or have a condition which requires that customers purchase at least two times within a certain time interval. Efforts to provide customer satisfaction conducted to influence the attitudes of customers, while the concept of customer loyalty is more related to customer behavior rather than attitudes of customers.
Griffin opinions above provide a broader dimension of the size of a loyal customer behavior. First, customer loyalty is measured from the average number of advertisements telling customers where the Java Post by CV Sarana Media Advertising agency within a specified period. Customers who average higher assembly means can be said to be more loyal than customers who on average lower installation. Second, the size of developing customer loyalty on customer buying behavior of new services issued by an agent for example if the customer agency does not turn into customers another newspaper ad agencies such as Surya, Surabaya Post, etc.., Customers will remain loyal to the agent in advertising . Third the size of customer loyalty is the attitude of the customer in providing recommendations for others to put an ad in the agent. Loyal customers who will provide recommendations for other people to put an ad in the CV Sarana Media Advertising.
Effect of Customer Satisfaction on Customer Loyalty
In a market competitive level high enough, the company began to compete to provide satisfaction to its customers so that customers have a high loyalty towards the services offered by the company's ads. According to Jones and Sasser (1994:745) stated that customer loyalty is an endogenous variable caused by a combination of satisfaction, so customer loyalty is a function of satisfaction. If the relationship between customer satisfaction and loyalty is positive, then the high satisfaction will increase customer loyalty. In this case serves as a Y customer loyalty while customer satisfaction function as X. Jones and Sasser (1994:746), illustrating the effect of customer satisfaction and customer loyalty as follows:
In a market which is high enough level of competition, customer satisfaction and customer loyalty are related. This can be caused because in this condition many business entities that offer products and services that consumers have many choices replacement products and switching costs are very low, thus the products or services become less meaningful to consumers. The relationship between customer satisfaction and customer loyalty to the above described straight line and direction, which means that if a business entity to increase the customer satisfaction to customer loyalty will also increase and vice versa if the business entity customer satisfaction will decrease automatically customer loyalty will also decrease. So in this case customer satisfaction is the cause of the loyalty of customers so that customer satisfaction influences customer loyalty.
Hypothesis
Based on review of existing literature and theory, formulated the following hypotheses: customer satisfaction factors (Reliability (reliability), Response to and remedy of problems (response and problem solving), Sales experience (experience of employees), convenience of acquisition (the ease and convenience) influence on customer loyalty ads telling Java Post CV. Sarana Media Advertising.

RESEARCH METHOD
Design research
This type of research with this hypothesis is the survey, a study that aims to study how much the satisfaction of the customers to rent apt Java Post CV Sarana Media Advertising and the development of customer loyalty CV Sarana Media Advertising.
Identification Variables
The variables used in the study were:
X 1 = reliability
X 2 = response to and remedy of problems
X 3 = sales experience
X 4 = convenience of acquisition
Operational Definition
Customer satisfaction (independent variable x)
1. Reliability (reliability)
Reliability is the ability of a company to produce products in accordance with what was promised by the company. Among them are the speed and accuracy of CV Sarana Media Advertising agents advertise in newspapers in Java Pos.
2. Response to and remedy of problems (response and problem solving)
Response to and remedy of problems of employee attitudes merupkan CV Sarana Media Advertising in responding to complaints and problems faced by customers which are ads that do not appear in the Java Pos.
3. Sales experience (experience of employees)
Sales experience is any relationship between customer and employee CV Sarana Media Advertising, particularly in terms of communication associated with the installation of ads that help to provide opinions and advice to customers who will install the ads, the service.
4. Convenience of acquisition (the ease and comfort)
Convenience of acquisition is all the ease and convenience provided by the company to customers who will put up ads telling Java Post by CV Sarana Media Advertising in the form of advertising telling Java Pos.
Customer loyalty (dependent variable Y)
Dependent variable Y is customer loyalty as measured by size of behavior (behavior measures) namely:
1. The desire to install Java Post Advertise on CV Sarana Media Advertising on the next installation.
2. Willingness to recommend it to others to put ads on CV Sarana Media Advertising.

TYPES AND SOURCES OF DATA
Data Type
1. Qualitative data is research data that are not numbers, that nature can not be calculated in the form of information or explanations that are based on theoretical approaches and logical assessment.
2. Quantitative data are data that are shaped figures can be calculated and measured the amount to be processed using statistical methods.
Source Data
1. Primary data is data that comes directly from the object of research, namely in the form of a questionnaire given directly to respondents to obtain information about customer satisfaction and loyalty.
2. Secondary data is data obtained through documentation such as books of literature and other sources.
Equipment and data collection methods
The instrument used to collect primary data is a list of questions submitted to the customer telling Java Post Ads CV Sarana Media Advertising. While the methods used to collect primary data is a survey method by distributing a list of questions to the customer CV Sarana Media Advertising.
Population, Sample, and the technique of taking samples
Population levels set out in this study consisted of all customers who have used Java Post Ad sharpshooter in CV Sarana Media Advertising. The sampling technique used was non-random sampling technique. This is because not all individuals in the population were given equal opportunity to be included into the sample. While the sampling technique using a quota sampling is a sampling technique where samples are taken is to meet the characteristics of populations that have been set as the limit.
In this study, the samples used by researchers as much as 100 respondents, as the number of samples above the minimum to avoid sampling error.
Data collection technique
The collecting data using questionnaires given to respondents telling Java Post Ads user CV Sarana Media Advertising to be filled after being given a brief description of the questionnaire. Then the questionnaires were collected, sorted, processed and analyzed.
Data Analysis Techniques
Based on data collected from the questionnaires, the data is processed and analyzed. Technique analysis in this study using SPSS computer program.
Hypothesis testing is done by multiple linear regression model.
Multiple linear regression analysis conducted to determine the influence of customer satisfaction factors (reliability, response to and remedy of problems, sales experience, the convenience of acquisition) to customer loyalty. Regression formula by Newbold (1995:483), are as follows:
Y = B0 + b1x1 + b2x2 + b3x3 + b4x4
Y = dependent variable (customer loyalty)
B0 = constant coefficient
b1, b2, b3, B4 = coefficient of regression
x1 = reliability (reliability)
x2 = response to and remedy of problems (response and problem solving)
x3 = sales experience (experience of employees)
x4 = convenience of acquisition (the ease and comfort)

DISCUSSION
From the analysis things can be explained as follows: Of the known reliability of test results t (X1), response to and remedy of problems (X2), sales experience (X3), and the convenience of acquisition (X4) partially no significant effect on customer loyalty (Y), while sales experience (X3) partially significant effect on customer loyalty, therefore the company expected to pay more attention to the sales experience that explains the ability of employees of the company to provide opinions and advice as well as experience in providing services to customers related to advertising sharpshooter in Java Pos.
Values of partial coefficients of determination of sales experience (0.279), this suggests that the contribution of sales experience is partially dominant than others to changes in customer loyalty. This shows that the sales experience is a dominant variable. For the CV. Means Advertising Media should give more priority to this variable because it provides the largest contribution to customer loyalty. Things that need to be made in connection with this is to give direction to employees in order to serve customers better. However it does not mean reliability, response to and remedy of problems, and the convenience of acquisition ignored, but should the company also provides fast service, always on time, and the response from employees in the event kompalin about Java Post ad.

CONCLUSIONS AND SUGGESTIONS
Based on the results of this study only sales experience who have a significant influence on customer loyalty. The third being another variable reliability, response to and remedy of problems, and the convenience of acquisition proved to be influential. However, researchers acknowledge the limitations of both the methodology and implications of this research. Limitations will affect the results of the study sample, therefore these results can not be generalized. Based on the analysis and discussion of the advice can be given are as follows:
The variables that significantly affect the sales experience, customer loyalty, thus the company should improve its ability of employees is by providing training, and provide direction to employees in order to serve customers better.