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This paper examines the relationship between the presence of women on the board of directors to capital structure and the risk of company failure. This study divides capital structure decisions into three measurements, namely Leverage, Maturity or also known as Debt Maturity, and Cost of Debt. For leverage and Maturity, we do not find a significant relationship with women on the board of directors. We use the annual financial data of Trade, Services, and Investment service sector companies recorded on the IDX for two years of research, which are the data for 2018 and 2019. Our paper yields two main findings. First of all, the relationship between women on the board of directors and the risk of company failure is negative and significant. These outcomes can be explained by Agency Theory which considers that through transformational leadership, women pay attention to the interests of others and build positive relationships with colleagues and employees by eliminating information asymmetry. Thus, the company's performance can be maintained and avoid the risk of failure. Second, we reveal that there is a negative and significant influence among women on the board of directors on the cost of debt. Companies led by female directors tend to minimize debt so that debt financing will be lower than total assets. Low debt financing will reduce the company's cost of debt.

This paper aims to portray the criteria considered important by Millennials in selecting a café and investigate the gender preference regarding those criteria. The questionnaires were distributed to 100 café visitors. The research results using Rasch analysis showed that ‘comfort’ is generally the most important criterion of a café. Nonetheless, male and female Millennials do not always have a consensus where male Millennials prefer ‘innovativeness’ to other criteria while female Millennials prefer ‘comfort, varied menus, and unique menus’ to others. Other criteria aside from these four criteria are not significantly different among the two groups of gender. This paper gives implication for the culinary businesses in setting strategies targeting the Millennials who are presently the largest population group in Indonesia. This research also benefits any party interested in studying the characteristics and selection criteria of the Indonesian Millennials.

Information Technology services in banking business which is very dynamic and advanced makes the bankers must adjust to the presence of this technology. In this paper, the authors will explain the role of Mobile banking technology which is provided by CIMB Niaga in servicing its customers for banking transactions. The methodology used in this paper is quantitative with the purposive sampling one. Instrument used the Technology Acceptance Model (TAM) as developed by Parasuraman and Davis by modifying them to fit the state of the research object. This research was conducted in Jakarta and several other places. Research and data collection took 6 months from November 2015 to April 2016. The variables included trust, perceived use (PU), perceived ease of use (PEU), attitude toward use (ATU), Intent to use (ITU), and actual use (AU). After the data were collected, the regression analysis was performed. From the analysis result it was found that trust and perceived use (PU) variables did not positively and significantly influence the intent to use (ITU) variable, as well as the perceived use variables (PU) and perceived ease of use (PEU) which have no significant and positive effect on attitude variable on usage (ATU). For that case, the authors propose an improvement strategy to maintain and grow this business forward.

Purpose – Since positive word-of-mouth (WOM) is an expression of customer-actualized value, the paper postulate that WOM is not only related to a holistic set of assessments of the service experience but also to the idiosyncratic nature of the individual customer. In particular, do socially oriented individuals have a greater propensity to engage in positive WOM? The purpose of this paper is to test hypotheses that customer sociability as well as a set of dimensions of the total service experience, are antecedents of positive WOM. The context studied is a dental treatment involving considerable personal meaning and implication in the whole service process.Design/methodology/approach – A cohort of 120 patients are studied post-treatment. Independent variables include the agreeableness and extraversion, other-oriented values, as well as dimensions of the service experience assessed by information adequacy, pain and discomfort, patient-to-patient interaction, patient-to-personnel interaction, and recovery outcomes. The dependent variable is the strength of positive WOM intentions.Findings – The sociability of patients as measured by their agreeableness, extraversion and other-oriented values is significantly related to the strength of positive WOM intentions. Also, to varying degrees, all dimensions of the service experience are associated with positive WOM intentions. Keywords: Sociability, Customer loyalty, Customer service experience, word of mouth

SMEs have significant challenges amid a pandemic that is crippling the country's economy to survive and continue to struggle from bankruptcy. So, this paper analyzes the impact of financial capital, social capital, and business digitalization in improving business sustainability and finds out which variables are marketing strategies in mediating the direct influence between these three variables. Data collection using a questionnaire instrument using a survey technique. The research sample was 93 respondents as SME business owners. The research period was carried out from June to September 2021. After the data is collected, then tested using SEM-PLS using Warppls 5.0 software. The study found that financial capital can improve business sustainability, and social capital can also affect business sustainability; the same is valid for business digitization which can improve business sustainability for SME actors. Therefore, SME business actors need to pay attention to the business capital, then social capital to the community in the long term, and digitalization to improve businesses' ability to survive in a pandemic. Furthermore, we hope that this research will expand understanding to SMEs business owners to be more vigilant about several factors that can make a business go bankrupt, especially in a pandemic situation. However, the limitation of this study lies in the research sample, which only examines one province so that future researchers can compare it with other provinces. And in this study, it was found that the marketing strategy has not been successful in mediating, so it still needs to be discussed further.

Based on the recent evidence of the high rate of non-performing loans in Indonesia’s microfinance sector, there is a need to formulate a mechanism that could control such credit risk. This study attempts to identify the pivotal determinant factorsresponsible for performing loans. In particular, this research proposes demand-side factors, such as debtor-attributes information, as critical for ensuring installment payments. Using unique data from microfinance in Central Java, it employs logistic regression analysis to prove that debtors’ age and type of collateral significantly affect loan performance. This paper further shows that other variables, such as the payment period and the interest rate, also substantially affect credit risk. These findings have empirical and practical significance. For practical purposes, this research develops the new perspective that debtor-specific information, particularly on their behavioral aspects, requires more in-depth review. This insight may be useful for developing new credit-analyzing tools to alleviate severe non-performing loans. Empirically, this research improves the study of antecedent variables that influence performing loans.

E-WOM has become an essential marketing tool, as an online marketplace compete to dominate the online space. This paper assesses the relationship of e-WOM and its relationship towards purchase intention. The theoretical model based on the information acceptance model suggesting information (quality, credibility, usefulness, and adoption), needs of information and attitude towards information are the primary variables that influence purchase intention. This is a descriptive research; closed-ended questionnaires were distributed with 294 respondents with college students as the main demographic. The findings of this research show that the usefulness of information does play a significant influence toward purchase intention, but the attitude towards information does not significantly influence information usefulness. This study implies that some companies which compete in the online space should primarily focus on how useful their information is deemed by the consumers.

Idea sharing is one of the most common ways of developing innovation in organizations. Aspirations and suggestions for improvements are recognized, discussed, and executed through idea sharing. This study adopts an ethnographic approach and critically analyzes how idea sharing goes against the grain of organizational culture. Based on a study of a higher education institution in Java, Indonesia, the paper highlights usul mikul and ketiban sampur as two modes of cultural practice which, over time, penalize innovators in their efforts to initiate change and renewal. The results show that these practices are formative to organizational atrophy. They weaken organizational capability to innovate due to the disuse of members’ capabilities. Importantly, the study contributes to the growing literature on innovation management, organizational culture, and higher education management.

This paper aims to explore the integration of Service Quality (SERVQUAL) and two specific Total Quality Management (TQM) techniques -benchmarking and Ishikawa diagram- to improve quality in the service industry, particularly in the hospitality industry. The survey was administered to respondents at one five-star hotel in Bandung City, Indonesia. Benchmarking was conducted to compare this hotel to two other hotels at similar levels and within geographical proximity. Ishikawa analysis was then performed to analyze potential causes. The results of the study identified eleven negative score attributes (out of twenty-one) from SERVQUAL, which was in line with the benchmarking results. The Ishikawa diagram showed the root causes of these attributes and helped with developing ideas for practical quality improvements in the future. Most studies in the hospitality industry have examined SERVQUAL and TQM separately. Our study contributes uniquely to the existing literature by providing insight into the combination of SERVQUAL and two TQM specific tools to improve quality operations in a hospitality setting.

Market orientation is a way for companies to focus on customers so that customers continue to buy company products. Agility is an important ability of a company to increase a sustainable competitive advantage. This study was conducted based on the decline in batik sales in Pekalongan and the existence of a research gap on the relationship between market orientation and marketing performance. This paper aims to test empirically the mediating effect of agility on the relationship between market orientation and marketing performance. Data were collected from 190 SMEs in Pekalongan. The result shows that market orientation significantly affects agility and marketing performance, and agility significantly affects marketing performance. Furthermore, agility mediates the correlation between market orientation and marketing performance. The Marketing performance of Batik SMEs can be improved by developing market orientation and agility simultaneously. The role of market orientation in improving marketing performance will be more effective if it is done indirectly through agility.

This paper investigates the influence of economic, social, and environmental factors on Corporate Social Responsibility (CSR). This research is a quantitative research using 200 respondents. The Structural Equation Model method is used to analyze data by using hypothesis testing. The finding of this research is that the three main indicators; economic, social and environmental significantly influence CSR. The theoretical implication of this research is that CSR is influenced by consumer perception. Whereas the managerial implication is that the companies managers may adopt the result of this research, especially to increase the quality of the CSR program.

As the number of female customers shopping in online clothing stores increases, understanding how female customers’ e-loyalty is formed and fostered in this type of online store becomes very important. The purpose of this paper is to focus on female online clothing shoppers and to examine the mediating of e-loyalty in the context of online clothing stores: e-satisfaction and e-trust. The number of respondents is 196 persons who have online clothing shopping experience in Jakarta. The structural equation modeling was performed to analyze the measurement and structural models. The results show that both Online Satisfaction and Online Security are positively associated with e-trust, whereas web design is not. Furthermore, Online Satisfaction turns positively influence e-loyalty for female online clothing shoppers.

The purpose of this paper is to investigate the impact of institutional image on students loyalty trough word of mouth at Sultan Agung Islamic University. The type of research used in this study is hypothesis testing. The instrument used in this study was a questionnaire. After distributing the relevant questionnaires among 99 students, all usable questionnaires are returned. Then the data collections are analyzed by using Structural Equation Modeling (SEM). Research findings show that institutional image has a positive significant effect on word of mouth and students loyalty. Then, word of mouth has a positive significant effect on loyalty. The research has given description well that Institutional Image and word of mouth variables still give positive contribution toward students loyalty in Sultan Agung Islamic University.

This paper analyzed the behavior management in state owned bank in Indonesia. The behavior management, which is divided into four hypothesis which are, bad management, bad luck, skimping and moral hazard. This hypothesis is tested using four variables, which are efficiency, non-performing loan and capital adequacy ratio. Meanwhile, the Granger Causality test is using to find out which behavior management is happened. This concept then applied in ordinary least square model. As modification, this research use VAR (Vector Autoregressive). Since VAR also using granger causality basic concept. The result show that bad luck hypothesis happened. This is similar with the condition in India, Nordic, Central and Eastern Europe.

The purpose this paper is to examine the effects of Brand familiarity and Brand Fit on Purchase Intention towards the offerings of co branded hotels. The findings showed that the fit between cobrands mediate the relationship between Brand familiarity and Purchase Intention. In particular, a well-known co-branded hotel a high level of Brand Fit could directly or indirectly affect consumer decision-making processes regarding Purchase Intention towards the co-brand. conversely, a less familiar co-branded hotel had positive effect on Purchase Intention only if respondents perceived a good fit between allied brands. Brand Fit could be a more important factor than Brand familiarity in influencing the success of hotel co-branding strategis. future research to examinate the co-branding concept in different social and cultural contexts and also from different perspectives, such as owners or manager is recommended. Most hospitality studies focus on co-branding between hotels and restaurant. This study empirically investigated the effects co-branding on consumer behavior in the hotel sector.

The purpose of this paper is to highlight the influence reputation of dental clinic to recommendations and patient loyalty..The objectives of this research was : (a) the positive effect of perceived value to customer satisfaction, (b) the positive effect of customer satisfaction to loyalty, (c) the positive effect of customer satisfaction to reputation, (d) the positive effect of customer satisfaction to recommendation, (e) the positive effect of reputation to loyalty, (f) the positive effect of reputation to recommendation, The design of this research applies a questionnaire toward of patient as a customer in Dentist and Dentists dental clinic for testing hypothesis. Meanwhile the required data consist of five variables; perceived value, customer satisfaction, reputation, recommendation, and loyalty. The aggregate numbers of customer being respondent of the study are 100. Data analysis used in this research was consists of Smart Partial Least Square Regretion as software. The result of this research conclude that variable of perceived value had a positive effect to customer satisfaction, variable of satisfaction had a positive effect to loyalty, reputation, recommendation and variable of reputation had a positive effect to recomendation but reputation had negatif effect to loyalty. Keywords : Reputation, Recommendation, Loyalty

This paper aims to explore the process by which four store environment (music, light, employee, and layout) and two individual characteristics (shopping enjoyment tendency (SET) and impulse buying tendency (IBT)) influence impulse buying behavior through positive and negative affect, and urge to buy impulsively.The use of these variables based on the results of previous studies. The data used in this study are primary data. The research data was obtained by distributing questionnaires to 100 respondents from the University of Trisakti. Samper retrieval techniques in this study using purposive sampling. Data analysis tool used is Structural Equation Model (SEM) with AMOS 6.0. Hypothesis testing results show that there are significant Stores environment perception of the Positive Affect. Then there is the influence of the Urge Store environtment perception. And then there is a significant relationship between enjoyment Shopping tendency towards Positive Affect. Then there is no significant influence of Negative Affect on Urge. Furthermore, a significant difference between the Positive Affect on Urge, and a significant difference between the Urge to Impulse buying. Expected in future studies can increase the number of independent variables that also can affect Impulse buying. Keywords: Store Environment Tendency, Shopping Enjoyment Tendency, Negative Affect, Positive Affect, Urge, Impulse Buying.

The purpose of this paper is to explore the antecedents and consequents of price satisfaction. It argues that price satisfaction is composed of several dimensions (price transparency, pricequality ratio, relative price, price confidence, price reliability, and price fairness) and that companies should consider these dimensions when monitoring customer price satisfaction. Based on a theoretical discussion of the price dimensions, a questionnaire is developed that measures customer satisfaction with individual price dimensions. Using structural equation model analysis, the impact of price satisfaction dimensions on overall price satisfaction is measured, using a sample of 100 respondent that also customers from several car workshops. The research was analyzed with Structural Equation Model to analyze the path effect between the variable to answer the hypothesis testing. Before doing the structural equation model, the data was tested with instrument testing, consist of validity and reliability test. Goodness fit measure was also used to make sure that the structural equation model in good fit condition. The result showed that price satisfaction, price confidence, price quality ratio, price fairness, and price transparency have significant effect toward price satisfaction. The relative price variable didn’t have significant effect toward price satisfaction. For the price satisfaction toward word of mouth, also didn’t give significant result. Based on the measurement of price satisfaction, managers are able to identify the drivers of price satisfaction, their satisfaction and relative importance in different market segments and, consequently they are able to take the right measures to increase customer satisfaction and word of mouth. Keywords : Price satisfaction, word of mouth, car workshop.

The purpose of this paper is to examine whether there is a relationship between variable stop management support, service culture and service orientation. Where is the service culture is antecedent of service orientation. This case, was also examined the relationship between service orientation, service quality, customer satisfaction and customer loyalty in starbucks coffee cibubur square, cibubur junction, bogor rest area, botani square, and university of indonesia. In this study, data were collected through surveys and structural equation modeling is used for data analysis. The number of samples as many as 100 employees and 100 customers starbucks coffee that is divided in cibubur square, cibubur junction, bogor rest area, botani square, and university of indonesia and 100 customers of Starbucks Coffee. Factor analysis with SPSS and structural equation model with AMOS program used to test the hypothesis.The results of this study indicate that the support of top management, the service culture was positively related to service orientation and service quality. However, the service quality to customer satisfaction found a negative relationship. Then between customer satisfaction and customer loyalty is strong and positively related to each other. Keywords : Services, Organizational culture, Service quality, Satisfaction, Loyalty.

The background of this research was to conduct a profound study of impact of other-customer failure The purpose of this paper is to investigate how and why other-customer misbehavior has a negative influence on customer satisfaction with the service firm. The objectives of this research was : (a) the effect of controllability to firm responsibility, (b) the effect of stability to firm responsibility, (c) the effect of firm responsibility to customer satisfaction, (d) the effect of firm responsibility to service recovery expectations, (e) the effect of service recovery expectations to customer satisfaction, (f) the effect of severity of other customer failure to service recovery expectations, (g) the effect of severity of other customer failure to customer satisfaction, (h) the effect of perceived employee effort to customer satisfaction. The design of this research applies a survey toward unit of analysis on hotels services by interview the customers for testing hypothesis. Meanwhile the required data consist of seventh variables which are controllability attributions, stability attributions, firm responsibility, service recovery expectation, severity of other customer failure, perceived employee effort and customer satisfaction. The aggregate numbers of hotels guests being respondent of the study are 200. Data analysis used in this research was consists of Structural Equation Model Analysis by AMOS 6 as software. The result of this research conclude that controllability and stability attributions had an effect to firm responsibility, firm responsibility had an effect to service recovery expectations, severity of other customer failure had an effect to service recovery expactations, and perceived employee effort had an effect to customer satisfaction. Meanwhile firm responsibility had an effect to customer satisfaction, service recovery expectations had an effect terhadap customer satisfaction, severity of other customer failure had an effect to customer satisfaction. Keywords: Service recovery expectations, severity of other customer failure, and customer satisfaction

The purpose of this paper is to examine the impact of management commitment to service on employee service behaviors and to develop and test a conceptual model of the antecedents and consequences of job satisfaction in the hospitality industry. The conceptual framework consists of the following constructs: management support, reward, empowerment, training, job satisfaction, extra role customer service behavior and cooperation. Moreover, six (6) hypotheses were developed and tested. Instrument test of validity and reliability used to test the validity of the measures, while multiple regression was used in hypotheses testing. Data were collected from110 respondent who are working at Sekolah Dian Harapan Daan Mogot, Jakarta Barat. Strong support was found for 1 of the 6 hypotheses. Findings reveal that management support has positive effects on job satisfaction. It is shown that reward, empowerment, training are not related to job satisfaction. Moreover, it is demonstrated that the two dimensions of service behavior – extra-role customer service behaviors and cooperation also are not related to job satisfaction. Importantly, it is found that job satisfaction can be created from employee service behavior as the school is applying the management support to the employees. Keywords: school, management commitment, management support, employee job satisfaction, service behaviors

The purpose of this paper is to examine the impact of management commitment to service on employee service behaviors and to develop and test a conceptual model of the antecedents and consequences of job satisfaction in the hospitality industry. The conceptual framework consists of the following constructs: management support, reward, empowerment, training, job satisfaction, extra role customer service behavior and cooperation. Moreover, six hypotheses were developed and tested. Instrument test of validity and reliability used to test the validity of the measures, while multiple regression was used in hypotheses testing. Data were collected from 110 respondent who are working at Sekolah Dian Harapan Daan Mogot, Jakarta Barat. Strong support was found for 1 of the 6 hypotheses. Findings reveal that management support has positive effects on job satisfaction. It is shown that reward, empowerment, training are not related to job satisfaction. Moreover, it is demonstrated that the two dimensions of service behavior— extra-role customer service behaviors and cooperation also are not related to job satisfaction. Importantly, it is found that job satisfaction can be created from employee service behavior as the school is applying the management support to the employees. Keywords: management commitment; management support; employee job satisfaction; service behaviors

The purpose of this research is to examine the effect of bank's characteristics and market characteristicstoward the probability of merger and acquisition in Indonesian Banking. The type of data used in this research is secondary data which is collected from Indonesia Stock Exchange and CD Room of Trisakti University. The Sample examined in this research consist of 22 listed commercial banks, which 9 of it have been acquired between 2003 and 2007 using purposive/judgmental sampling as its sample selection technique. This research used Binary Logistic Regression as analysis tool to test the hypothesis in this paper. Findings of this research indicate that three of bank's characteristics, those are bank's size, market share, and bank's growth have a significant effect toward the probability of merger and acquisition. Another bank's characteristics like profit, cost efficiency, capital strength, Liquidity, number of branches do not seem to have effect toward the probability of merger and acquisition. This research also finds that market characteristics those are market concentration, market profitability, and market growth have no effect toward the probability of merger and acquisition. Keywords : Acquisition, Banks, Bank's Characteristics, Market Characteristics, Mergers