Menciptakan Kepuasan dan Loyalitas Pelanggan melalui Citra dan Service Recovery (Studi pada Restoran Lombok Ijo Semarang)

Customer loyalty is considered by many service providers as an important source of competitive advantage.Enhanced cuatomer loyalty in service firms will lead to greater profitability. The objective of this research is toexamine the effect of image of traditional food and service recovery on the effect on customer satisfaction andcustomer loyalty. Research involved 100 customers. By measuring criterion validity and reliability of image andservice recovery, it found that both of them have a good validity and reliability for measuring the customersatisfaction and cuatomer loyalty. By using path analysis, the result revealed that image, service recovery andcustomer satisfaction have direct significantly effects on customer loyalty. The managerial implication of thisresearch is that management of restaurant should build their image, implement service recovery programconsistanly and create customer satisfaction to miantan their customer

Sikap terhadap M-banking dan Dampaknya terhadap Behavioral Intention To Adopt M-banking (Studi pada PT Bank Syariah Mandiri Semarang)

Tujuan penelitian ini adalah untuk mengetahui pengaruh Perceived Usefulness, Perceived Ease of Use, Perceived Risk, dan Sikap terhadap M-banking terhadap Behavioral Intention pada PT Bank Syariah Mandiri Semarang. Sample dalam penelitian ini sebanyak 100 orang, jenis penelitian ini adalah convenince sampling, dengan menggunakanProgram SPSS. Hasil penelitian ini menunjukkan bahwa semua hipotesa dalam penelitian ini dapat diterima. Hasil penelitian ini menunjukkan bahwa Perceived Usefulness meimiliki pengaruh positif terhadap Sikap terhadap M-banking. Perceived Ease of Use memiliki pengaruh positif terhadap Sikap terhadap M-banking. Perceived Risk memiliki pengaruh positif terhadap Sikap terhadap M-banking. Perceived Usefulness memiliki pengaruh positif terhadap Behavioral Intention. Perceived Ease of Use memiliki pengaruh positif terhadap Behavioral Intention. Perceived Risk memiliki pengaruh positif terhadap Behavioral Intention. Sikap terhadap M-banking memiliki pengaruh positif terhadap Behavioral Intention. Kata kunci : Perceived Usefulness, Perceived Ease of Use, Perceived Risk, Sikap terhadap  M-banking dan Behavioral Intention &nbsp