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"Abstract. The aim of the research is to analyze how the service quality can affect customer’s satisfactionin shaping costumer’s loyalty. The research is quantitative and uses non-probability purposive samplingtechnique. The instrument of the research uses questionnaires which were analyzed with Structural EquationModeling. The result of the research shows that the five dimensions, i.e. physical evidence, empathy, reliability,quickness, and guaranty positively affect the service quality. The other results show that customer’s satisfactionis a preceding factor of customer’s loyalty. The direct effect of service quality on customer’s loyalty does notsustain the research, since the researcher did not find any significant direct relation between service qualityand customer’s loyalty."

"Abstract. This research studies the influence of gift remuneration to the services quality of The State ExchequerService Office (KPPN) Jakarta I. Remuneration represents one part of the bureaucracy reform programs. KPPNrepresents the sample office specified by the Department of Finance to administer public service reform programs.The research uses quantitative approach and the method of survey. The result of the research indicates that theremuneration can give motivation to the officers to increase their performance. The achievement is marked by thegood performance service (service excellent). The program of remuneration run by the Department of Financecan be operated at direct interconnection with other governmental institutions, especially with the public service. "

"Abstract. Competitions amongst International Schools recently become a major concern of School management.The numbers of opening International schools in Jakarta provide a large opportunity of labor market especiallythose interested in working for a school. Hiring and retaining competent employees are not jobs; schoolmanagement need to generate an attractive package to attract qualified employees. This research focuses onthe job satisfaction from two different perspectives i.e. compensation and organizational climate. This researchanalyzes the correlation between compensation and organizational climate as factors that provide employee’s jobsatisfaction at British International School. Descriptive method is used to explore the correlations and identifythe attribution of each factor that affects employee’s job satisfactions. The research indicates that compensationand organizational climate strongly affect the job satisfactions."

"This research analyzes the customer's perception towards the application of e-banking service system applied by Bank Mandiri, starting from the end of the year 2005. The respondents of this research are Bank Mandiri Costumers living in Jakarta. This research used quantitative approach.

The result shows that the majority of the respondents generally gave a positive response towards the indicators used in this research. Even so, some indicators, such as responsiveness, promotion, product variety, and information intake for the customers, are still not seen in particular by the respondents. This means the majority of bank customers in Jakarta think that the quality of Bank Mandiri?s e-banking system and products are good, even though there may be some weaknesses in some fields. As a whole, there is a different perception of the customers toward what they want and what they get."

"PT Bank Mandiri, Tbk. as the biggest state-owned bank in Indonesia must perform changes and its employees must continuously adapt to its environment in order to exist in its endeavour to be the best in the banking world. This quantitative research uses samples taken randomly from the population of the entire employees of Bank Mandiri central office located in Jakarta. The analysis of the data uses the regression design to perceive the influence of five disciplines of learning organization?i.e. personal mastery, shared vision, mental model, system thinking, and team learning?toward the competence improvement of Mandiri Bank Central Office`s employees in Jakarta, signified by motives, traits, self concept, knowledge, and skill. The result of the research shows that learning organization has a strong relation and a significant influence toward the competence improvement of the employees at Mandiri Bank Central Office in Jakarta."

"Abstract. This research examines the implications of brand community of Honda Vario Club toward the words ofmouth of Honda Vario. This research aimed to study the effect of brand community on the words of mouth in HondaVario Club, and the dimensions of brand community which significantly influence the words of mouth in Honda VarioClub. The data of this quantitative research were collected through questionnaires filled out by members of HondaVario Club. The result shows that the brand community significantly influences the words of mouth in Honda VarioClub. In addition, the customer-company relationships and customer-brand relationships also significantly influencethe words of mouth."

"This study aimed to formulate strategies that need to be done to improve the environmental performance of the airport. The research uses survey methods to acquire data about the factors that affect the environmental performance improvement strategies in Angkasa Pura I airport. The data are analyzed by using regression analysis techniques, needs analysis, and prospective analysis. The results of the analysis show that: (1) respondents who are concerned about environmental performance within the company reached an average of 4.12 (care) and within the environment outside the company reached an average of 4.07 (care); (2) the needs of stakeholders for environmental quality inside and outside the company are: the improvement of airport performance; efficient, distinct, precise, and customer-ease-oriented services; improvement of airport officials? professionalism; socialization of clear and firm rules and legal enforcement for the employees and customers; development of airport facilities and its supporting access; and (3) the key successes underlying the improvement of airport performance within and outside company in the future are leadership, cleanliness, caring, modesty, and service-oriented attitude."

"Abstract. This research aimed to study the in uence of the values of quick ratio, debt ratio, return-on-assets,inventory turnover, and assets turnover toward the net pro t before tax in the food and beverage industries inJakarta Stock Exchange in the year 2002-2006. The approach used is qualitative approach with double regression.The result shows that the variables of quick ratio, inventory turnover, assets turnover, return-on-assets signi cantlyin uence the pro t before tax. The use of  nancial ratio is proved to be bene cial for pro t management."

"Abstract. The role of lecturers, as a professional force appointed legally in Higher Education, has three majorfunctions, i.e. education, research, and contribution to society—known as Tridharma Perguruan Tinggi (TheThree Principles of Higher Education). Considering the importance of the lecturers’ position, role, and functionas educational force in higher education, we need to be consistent in implementing Tridharma Perguruan Tinggiin order to achieve the goal of improving the quality of our human resources. The research aims to examine theinfluence of competence, motivation, and leadership toward the effectiveness of the implementation of TridharmaPerguruan Tinggi by the lecturers in Mulawarman University. The result of the research shows that competence,motivation, and leadership are strongly and significantly related to the implementation of Tridharma PerguruanTinggi by Mulawarman University’s lecturers."