Membangun Customer Loyalty Nasabah Bank Melalui Customer Satisfaction

In the relation between bank and its customer, the bank should to capable to fulfill need and satisfy through services and create the value to the customer.  So in the compete situation, to give customer satisfaction is main duty of bank in order that the customer loyal permanently. The customer satisfaction is primary cause for building customer loyalty. More and more loyal customer to the bank, that’s indicate the service superiority of its bank. Base description above this research purpose to analyze the impact of service quality and perceived-customer value on customer satisfaction in the effort building customer loyalty in banking. To fulfill research purpose, primary data applied in this research. These data analyzed by SEM approach through AMOS application program. Population in this research is the bank customer one of bank in Surabaya which still be active transacted deposit with its bank. The number of populations are noted about 11.923 customer. From these identifications there are 200 customer as sample selected at simple random. Respondent are met when doing transaction with its bank during research period.Result of this research indicates that : a) there is negative impact of service quality on customer satisfaction, but not significant,  b) there is positive impact customer-perceived value on customer satisfaction, and c) there is positive impact customer satisfaction on customer loyalty. Detail discussion, implication and limitation of this research will be explained under consideration following.Keywords: Service Quality, Customer-Perceived Value, Customer Satisfaction, Customer Loyalt

Kemampuan Mahasiswa Berkomunikasi Lisan Melalui Proses Belajar Mengajar

Basically improvement effort of competency and lecturer professionality becoming main attention of Higher Education Directorate General (Ditjen DIKTI). This thing based on conception that lecturer is one of a real important component in learning process, and directly influences improvement of quality of learning process for student. In working professionally, faculty of economics graduate hardly requires ability to oral communication. This research purpose to analyze ability of learning process in the effort increasing ability to oral communication of students. Ability to oral communication will be proxy without existence of fear in communicating.Base on research purpose, primary data applied in this research. Research population are junior students on academic year 2006/2007 and senior students which has gone through more than 120 sks. Both consist of economic development, economic management, & economic accountancy study program. The number of the students are noted about 636 junior and 738 senior students. From this two sub population amounts which not homogeneous, selected 468 students as sample base on Slovin formula and by using probability sampling technique. As respondent, the students are met when they are present in campus and not receiving lesson, during research period. Only 427 units data which can be analyzed by using ANOVA. Result of research indicates that there is no difference level of fear to oral communication between junior students with senior student. Under assumption that junior students and senior student as homogeneous population, then this result can concluded that learning process can increase ability of oral communication of students.Keywords: Oral Communication, Learning Proces