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"Menjadi perusahaan yang sukses adalah dambaan setiap perusahaan, namun faktanya persaingan lebih tinggi dari sebelumnya dan cara menangani secara langsung terkait dengan keberhasilan atau kegagalan suatu perusahaan. Charles dan Riches (1985) mengatakan Jaguar dan Mark dan Spencer menjadi perusahaan yang SllCMSSful dengan memasukkan kepuasan pelanggan untuk rencana strategis mereka. Charm dan Richardson (1985) menyatakan bahwa memenangkan organisasi dengan membuat penawaran yang berkualitas dan memiliki interaksi yang berkualitas dengan pelanggan. Penawaran kualitas dibuat dengan menetapkan apa yang diinginkan dan diharapkan pelanggan dari organisasi dan dengan menerapkan sistem kendali mutu. Sebuah interaksi yang berkualitas dengan pelanggan dicapai dengan menyediakan pelanggan dengan informasi yang relevan, mengadopsi pendekatan yang adil dan liberal kepada pelanggan dan membangun cara yang efisien untuk menangani keluhan pelanggan. Karena pengendalian kualitas membutuhkan dukungan dari manajemen puncak, penulis hanya berfokus pada menemukan interaksi yang berkualitas dengan pelanggan. Interaksi yang berkualitas dengan pelanggan dalam tesis ini pada awalnya dijelaskan oleh keadilan, birokrasi, informasi dan penanganan pelayanan. Penulis menambahkan hipotesis tambahan “loyalitas” selain keadilan, birokrasi, informasi dan penanganan pelayanan. Karena menurut Zeithaml (2009) kepuasan pelanggan mendorong loyalitas dan loyalitas mendorong profitabilitas dan pertumbuhan, maka penulis memasukkan loyalitas untuk mengetahui persentase kepuasan pelanggan terhadap loyalitas. Meningkatnya persaingan dalam industri asuransi membuat penulis tertarik untuk menerapkan teori Charles dan Richardson (1985) dalam sebuah perusahaan asuransi. Perusahaan asuransi yang dipilih pada tugas akhir ini adalah PT XYZ yang merupakan salah satu perusahaan besar di Indonesia berdasarkan pangsa pasar tahun 2008. Dari hasil penelitian, penulis menemukan bahwa keadilan, birokrasi, informasi dan penanganan pelayanan berpengaruh terhadap kepuasan pelanggan. Keadilan, informasi dan penanganan pelayanan memberikan pengaruh positif, namun birokrasi memberikan pengaruh negatif terhadap kepuasan pelanggan. Dan ada korelasi antara kepuasan pelanggan dan loyalitas. Hubungan antara kepuasan pelanggan dan loyalitas adalah positif.

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Becoming a successful company is the dream of every company, but the fact is that competition is higher than ever and the way you handle * < *°tl M is directly related to the success or failure of a company. Charles and Riches (1985) said Jaguar and Mark and Spencer became SlCMSSful companies by incorporating customer satisfaction into their strategic plans. Charm and Richardson (1985) claim that organizations win by making quality offers and having quality interactions with customers. Quality offerings are created by defining what customers want and expect from the organization and by implementing a quality control system. A quality interaction with customers is achieved by providing customers with relevant information, adopting a fair and liberal approach to customers and establishing efficient ways to handle customer complaints. Since quality control requires support from top management, the authors focus solely on finding quality interactions with customers. Quality interaction with customers in this thesis is initially explained by justice, bureaucracy, information and service handling. The author adds an additional hypothesis of “loyalty” in addition to justice, bureaucracy, information and service handling. Because according to Zeithaml (2009) customer satisfaction drives loyalty and loyalty drives profitability and growth, the authors include loyalty to determine the percentage of customer satisfaction on loyalty. The increasing competition in the insurance industry makes the authors interested in applying the theory of Charles and Richardson (1985) in an insurance company. The insurance company selected in this final project is PT XYZ which is one of the largest companies in Indonesia based on market share in 2008. From the results of the study, the authors found that justice, bureaucracy, information and service handling affect customer satisfaction. Justice, information and service handling have a positive effect, but bureaucracy has a negative influence on customer satisfaction. And there is a correlation between customer satisfaction and loyalty. The relationship between customer satisfaction and loyalty is positive."

"Starbucks juga terkenal dengan strategi pemasaran pengalamannya. Karena kendala akses ke manajemen Starbucks, ruang lingkup studi juga terbatas pada perspektif pelanggan, bukan perspektif karyawan yang secara eksplisit menyatakan keengganan mereka untuk membantu penelitian ini. Starbucks mengharapkan pengalaman pelanggan yang sangat baik kepada pelanggan. Pengalaman pelanggannya terkait dengan kualitas layanan dari barista. Jika pengalaman pelanggan dan kualitas layanan sudah cukup baik, loyalitas merek dapat ditingkatkan. Namun demikian, Starbucks Indonesia gagal menerapkan experiential marketing. Di antara pesaingnya, Starbucks Indonesia berada di posisi ke-5. (Taufik Hidayat, 2007). Dengan demikian, penelitian ini telah dilakukan survei, namun cakupannya diperluas ke Customer Experience, Service Quality dan Brand Loyalty. Studi ini menyimpulkan bahwa Starbucks Coffee Indonesia tidak dapat menjadikan kedai kopi sebagai tempat ketiga setelah rumah dan tempat kerja seperti yang diharapkan Starbucks. (Schultz dan Dori Jones Yang, 2002)

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Starbucks is also famous on its experiential marketing strategy. Due to the access constraint to Starbucks management, the scope of study is also limited to customer perspective instead of employee perspective who explicitly stated their reluctance to assist this study. Starbucks expects excellent customer experience to customer. Its customer experience is related with service quality from barista. If the customer experience and service quality has been good enough, the brand loyalty could be enhanced. Nevertheless, Starbucks Indonesia has been failed to implement the experiential marketing. Among its competitor, Starbucks Indonesia has been in 5th place. (Taufik Hidayat, 2007). Thus, this study has been performed survey, however, the scope has been enlarged to Customer Experience, Service Quality and Brand Loyalty. The study concludes that Starbucks Coffee Indonesia could not provide coffee shop to be the third place after home and work as Starbucks has been expected. (Schultz and Dori Jones Yang, 2002)."

"Intangible assets such as patents have become important competitive factors and key elements in the value structure of technology-intensive companies. While patents represent the technological capital to a large extent, they are not adequately represented in the field of corporate financing. Based on expert interviews and a large-scale survey, Dominic de Vries provides one of the first in-depth empirical studies into how patents contribute to companies’ access to external financial sources. He identifies and analyses the actual extent and influence factors of financial patent utilization across company size clusters and patent-intensive industry sectors in Germany."

"Industri minyak dan gas bumi saat ini sedang menghadapi masa krisis karena penurunan harga minyak bumi yang sangat signifikan. Situasi ini sangat dinamis dan berdampak pada kegiatan-kegiatan yang berjalan sehingga perlu ditinjau dan dievaluasi kembali untuk mempertahankan keekonomian masing-masing perusahaan. Metode Discounted Cash Flow Metode (DCF) yang sangat statis dan terbatas yang biasa digunakan untuk mengevaluasi keekonomian dianggap tidak akan menguntungkan dalam situasi ini. Real Options Analysis (RO) adalah metode yang dapat melengkapi DCF yang dapat membuat penilaian yang lebih menjanjikan di tengah kondisi ketidakpastian yang tinggi. RO dapat menghadapi kondisi yang fleksibel, tidak pasti dan perubahan yang dinamis. Tesis ini membandingkan dan menganalisa manfaat dan risiko antara kasus yang dijadikan basis beserta pilihan-pilihannya dengan hasil yang lebih komprehensif untuk valuasi ekonomi untuk yang selanjutnya dapat dijadikan dasar keputusan untuk investasi yang akan dijalankan dan juga untuk memenuhi komitmen Perjanjian Jual Beli Gas yang akan berguna untuk masyarakat Indonesia. Hasil Tesis ini menunjukkan RO memberikan nilai tambah karena situasi ketidakpastian yang tinggi yang dapat dikenali dengan faktor volatilitas dalam hasil evaluasi.

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Oil and gas industry is currently facing down turn due to the significantly decrease of oil prices. This dynamic situation is impacting the activities of oil and gas companies; therefore, these activities need to be reviewed and reevaluated to maintain their economy. Static and limited Discounted Cash Flow Methods (DCF) which is commonly used for valuation is considered to be unfavorable in this situation.

Real Options Analysis (RO) which is complimenting DCF willmake sound valuation in the middle of high uncertainty because RO is better in flexible, contingent and volatile conditions.

This thesis will provide a comparison of the risks and benefits analysis for base case and options with more comprehensive result of economical valuation for decision investment to fulfill the committed Gas Sales and Purchase Agreement for people in Indonesia.

The result shows that RO give added value because of high uncertainty situation that is recognized as volatility factor in the valuation."

"in this study, the impact of capital structure on firms' ownership structure is examined. Therefore, manufacturing firms whose stocks are quoted on the Istanbul Stock Exchange (ISE) over the period 1998 and 2009 are covered using pooled data. On the developed model, it was investigated how ownership structure is affected by the capital structure. According to the reesults of the regression model, it has been found that firms which have less shareholders choose higher-risk capital structures because of increasing firms value. Furthermore, provided that capital intensity becomes higher, firms must hire professional managers. In the instance, professional manager prefer equity financing for preventing financial distressess. In summary, this study concludes that firms' ownership structure affects capital structure. "

"The latest global financial crisis was not merely provoked by the fate of the United States (US) financial and economic system. At a wider perspective, it is indeed a result of crisis in global governance which was caused by the exclusivity of state members playing role as decision makers in world economic and financial sector, and the weakness of surveillance as well as regulation concerning the dynamics of financial sector at the global stage. G20, therefore, has been a significant forum to respond to the global financial crisis and as an effort to establish a new world economic order that can cope with the dynamics of international changes. This writing is aimed to highlights: (i) The focus of Indonesian economic diplomacy within the G20 forum during the 2008-2009 global financial crisis; (ii) The opportunities and challenges that Indonesia faces in G20 during the crisis; and (iii) The implementation of global governance concept in international relations in the framework of G20."

"These lectures aim to help readers understand the logics and nature of the main indicators of inequality and poverty, with special attention to their social welfare underpinnings. The key approach consists in linking inequality and poverty measurement with welfare evaluation. As concern for inequality and poverty stems from ethical considerations, the measurement of those aspects necessarily involves some value judgments. Those value judgments can be linked, directly or indirectly, to welfare assessments on the distribution of personal and social opportunities. Inequality and poverty are thus considered to be partial aspects of the welfare evaluation of the opportunities in a given society. The volume includes two applications that illustrate how the models can be implemented. They refer to inequality of opportunity and poverty in education, using PISA data."