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This study investigates the association of knowledge hiding with individual task performance and the mediation role of individual creativity. It focuses on how employees' knowledge-hiding behavior can influence their task performance and how individual creativity can alleviate the negative consequences of knowledge-hiding. Data was collected from 256 employees working in financing companies in Indonesia. Hypothesis testing was conducted using the Structural Equation Model - Partial Least Square (SEM-PLS) model. The findings showed that all indicators significantly represented the dimensions of evasive hiding, playing dumb, and rationalized hiding, which collectively constitutes knowledge hiding. Furthermore, the study confirmed that individual creativity served as a mediator in the relationship between knowledge hiding and individual task performance. The implications of this study underscore the importance of addressing knowledge-hiding behavior within organizations and promoting individual creativity as a means to overcome the negative consequences and enhance task performance.

This study aims to investigate the impact of knowledge management, learning organization, and education organization on organization performance at University of Brawijaya. The Quantitative method was applied to conduct this study. A questionnaire of four dimensions with 41 items was distributed to the sample target of 140 administrative employees at University of Brawijaya. Structural Equation modeling was used to analyze the data. The results show that there are positive relationships between knowledge management and education organization, learning organization and education organization, as well as education organization and learning organization. And no significant negative effect onthe education organization, where the stronger knowledge management, knowledge management directly and no significant negative effect on organization performance, the learning organization directly and not significant positive effect on organization performance, and that the learning organization directly and not significant positive effect on organization performance, in which the stronger learning organization tend to improve organization performance.

Attention on the relationship between customer retention, customer loyalty, and customer satisfaction that serves as "seed" of customer loyalty highlight the important factors for multichannel management. With the growing trends of people in investing their money in bank for securities need to be responded by the marketing department to create better marketing strategies. The purpose of this study is to examine and explain the effect of a multichannel bank on emerald customers retention in one of the largest SOE bank in Indonesia, in the city of Surabaya, BNI (Bank Negara Indonesia) toward customer satisfaction, loyalty and customer retention. This study develops the theory of mix marketing by using multichannel as one of the elements that can increase customer retention using satisfaction mediation and customer loyalty. Mechanical determination of sample units in this study is a purposive sampling, of 89 respondents. Generalized Structured Component Analysis (GSCA) was applied to test the hypotheses. The results of this study indicate that direct multichannel not significantly effect the customer retention. Customer satisfaction can not be a perfect mediation and the customer loyalty can be a perfect mediation in the relationship between multichannel and customer retention. This study contributes to the banking industry in applying the concept of the mix marketing.

Penelitian ini mengungkapkan pengaruh perilaku konsumen terhadap keputusan pembelian yaitu dengan menganalisis faktor-faktor bauran pemasaran dan kelompok referensi terhadap keputusan pembelian ruko di kota Malang. Dalam penelitian ini mengungkapkan pengaruh dari faktor produk, harga, lokasi, promosi, bukti fisik, kelompok referensi baik secara bersama-sama maupun secara parsial, serta dilengkapi pula mengenai faktor yang dominan pengaruhnya terhadap keputusan pembelian ruko di kota Malang, khususnya di daerah berkembang di kota Malang. Alat analisis yang digunakan dalam penelitian ini adalah analisis faktor, analisis regresi linear berganda. Secara keseluruhan hasil dari penelitian ini dapat disimpulkan bahwa faktor produk, harga, lokasi strategis, promosi, bukti fisik, dan kelompok referensi berpengaruh secara bersama-sama terhadap keputusan konsumen dalam membeli ruko di kota Malang. Secara parsial, produk, harga, lokasi strategis, bukti fisik berpengaruh signifikan sedangkan promosi dan kelompok referensi tidak berpengaruh. Untuk factor yang berpengaruh dominan terhadap keputusan pembelian ruko di kota Malang adalah lokasi strategis. Hasil penelitian menyarankan kepada pengembang untuk memahami perilaku konsumen untuk mengetahui konsep ruko yang diharapkan konsumen. Kata Kunci: Perilaku Konsumen, Keputusan Pembelian, Konsep Ruko

ABSTRACTS This study identifies factual description of strategic competition among various Vocational Education Institution in Malang Regency. Using Porter Generic Strategy either partial or combination, this study also reviews Porter Generic Strategy difference that is used partially and in combination with the performance level of the studied vocational education institution. This study is conducted in vocational education institution in Malang Regency eith the number of sample 30 managers from 6 vocational institutions. To ideentify the strategy in vocational education institution based on the use of Porter Generic Strategy, this study used Cluster analyzer method. After being classified base on different strategy among vocational education istitution. Than these strategies are compared by using Manova analysis to find out the performance in vocational education institution. This study indicated that : (1) The vocational education institution applying 13.33% of Difference Strategy from population has excellence in level of students growth; (2) the vocational education institution applying 70.00% of Difference and Focus Strategy from population has average excellence in all performance citeria; (3) The vocational education institution applying 16.66% of Difference and Cost Strategy from population has excellence in level of students growth, the control of operational cost, the control of administration cost, customer (students) recruitment and resources improvement.

ABSTRAKS Penelitian ini dilakukan untuk menentukan dimensi kualitas pelayanan dan menilainya baik secara simultan maupun parsial serta menentukan dimensi kualitas pelayanan yang dominan mempengaruhi kepuasan konsumen. Penelitian ini merupakan replikasi dari penelitian yang dilakukan oleh R.L. Snipes et al. (1996). Purposive digunakan untuk menentukan obyek penelitian dan teknik pengambilan sampelnya menggunakan Accidental sampling. Populasi target dalam penelitian ini adalah seluruh penumpang kereta api kelas eksekutif. Sampel dalam penelitian diambil sebanyak 168 responden yang diperoleh dari penyebaran kuisioner pada ketiga stasiun yaitu stasiun Gubeng, stasiun Pasar Turi dan stasiun Malang dengan metode pengumpulan data menggunakan kuisioner. Analisis yang digunakan adalah analisis faktor konfirmatori (CFA) dan analisis faktor eksploratori (EFA) yang dilanjutkan dengan analisis regresi berganda. Hasil penelitian ini menunjukkan bahwa : (1) Terdapat 8 dimensi dalam kualitas pelayanan yang mempengaruhi kepuasan konsumen yaitu : kesan, informasi yang cepat dan jelas, pelayanan sesuai informasi, ketepatan waktu, fasilitas fisik, sistem pelayanan, fasilitas penunjang dalam KA dan tempat duduk (2) Secara simultan kedelapan dimensi tersebut mempunyai pengaruh yang meyakinkan terhadap kepuasan konsumen dan secara parsial terdapat 4 dimensi yang mempunyai pengaruh meyakinkan terhadap kepuasan konsumen yaitu : informasi yang cepat dan jelas, ketepatan waktu, fasilitas fisik dan fasilitas penunjang dalam KA (3) Dimensi yang mempunyai pengaruh dominan terhadap kepuasan konsumen adalah kelengkapan fasilitas penunjang selama perjalanan kereta . Kata kunci: kualitas layanan, kepuasan konsumen, kereta api ABSTRACT This research is aimed at identifying the dimension of service qualities, examining them both simultaneously and partially, and also determining the dominant dimensions of service qualities affecting customer satisfaction. This research is replicated from a research done by R.L. Snipes et al. (1996). Purposive is used for determining research object and the sampling techniques is use accidental sampling. Population target is all passengers in Executive Class Train. Research sample has 168 respondents that taken from quistionnaires distribution in the three stations i.e.: Gubeng station, Pasar Turi station and Malang station. And method of data gathering employs a set of questionnaires. The analysis is used Confirmatory Factor Anaysis (CFA) and Exploratory Factor Analysis and continued with multiple linear regression. The result of the research indicates, that : (1) Service quality has 8 dimensions that have affect the customer satisfactions i.e.: image, immediate and clear information, service according to information, time accuracy, physical facilities, service system, additional facilities in the executive class train and reclining/refolving seat (2) Simultaneously, the eighth dimensions which have significance effects to customer satisfactions and partially, there are 4 dimensions have significance effects to customer satisfactions, e.i.: immediate and clear information, time accuracy, physical facilities and additional facilities in the executive class train (3) The dominant dimension is supporting additonal facilities in the executive class during the trip. Kata kunci : Service quality, customer satisfaction, train.

ABSTRAK Semakin ketatnya persaingan dalam industri taksi mendorong perusahaan harus dapat meningkatkan pelayanannya kepada pelanggan. Perusahaan harus dapat memahami kepuasan pelanggan agar dapat memenuhi customer expectations. Mengukur kepuasan pelanggan sangat bermanfaat bagi perusahaan dalam rangka mengevaluasi posisi perusahaan saat ini dibandingkan dengan pesaing dan pengguna akhir, serta menemukan bagian mana yang butuh peningkatan. Umpan balik dari pelanggan merupakan alat ukur untuk mengukur kepuasan pelanggan. Ada dua tujuan dari penelitian ini yaitu: 1) menguji apakah faktor-faktor kualitas layanan yang terdiri dari bukti langsung, keandalan, daya tanggap, jaminan, dan empati secara bersamaan dipertimbangkan pelanggan untuk memenuhi kepuasannya dalam memilih angkutan umum taksi; 2) menentukan faktor yang dijadikan pertimbangan utama untuk memenuhi kepuasannya didalam memilih angkutan umum taksi. Penelitian dilaksanakan di Kota Malang. Alat analisis yang digunakan adalah confirmatory factor. Hasil penelitian ini menunjukkan bahwa (1) faktor-faktor kualitas layanan yang terdiri dari bukti langsung, keandalan, daya tanggap, jaminan, dan empati secara bersamaan dipertimbangkan pelanggan untuk memenuhi kepuasannya dalam memilih angkutan umum taksi; 2) faktor bukti langsung menjadi pertimbangan utama pelanggan untuk memenuhi kepuasannya. Kata Kunci: Kepuasan konsumen, Kualitas layanan ABSTRACT Having tight competition in taxi industry, a company should be able to increase its services for their customers. For that reason, company has to know about the customers’ satisfaction in order to meet their expectations. Measuring the customer’s satisfaction would be very useful for the company in evaluating the recent company’s position compared with the competitors and to find out which part or division that should be improved. Direct customer feedback is a means to measure the customer’s satisfaction. There are two purposes of this research: 1) whether service quality factors such as tangibles, reliability, responsiveness, assurance and empathy are considered simultaneously by customer to meet their satisfaction in choosing taxi as public transportation; 2) which factors that would become the customer’s main consideration to meet their satisfaction in choosing taxi as public transportation. This research was conducted in Malang. In analyzing the data, this research used Confirmatory Factor Analysis. The results of the research show that: 1) the service quality factors such as tangibles, reliability, responsiveness, assurance and empathy are simultaneously considered by customers to meet their satisfaction in choosing taxi as public transportation; 2) The tangibles factor becomes a main consideration for the customers to meet their satisfaction. Keyword: Customer satisfaction, Service quality