Judul: Customer Satisfaction and Loyalty Analysis in Rumah Makan Ayam Goreng Sulawesi
Abstrak: Rumah Makan Ayam Goreng Sulawesi is one of legendary restaurants in Makassar, established in 1969. The increasing competition among restaurants in Makassar forces them to constantly improve and maintain their performances for customer satisfaction and loyalty. This study aimed to identify customers’ characteristics, analyze their level of satisfaction and loyalty, attributes contributing to the level of satisfaction and loyalty, and give improvement suggestions to Rumah Makan Ayam Goreng Sulawesi. Descriptive analysis, Customer Satisfaction Index (CSI), Importance Performance Analysis (IPA), and pyramidal loyalty were employed in this study. CSI analysis showed that the level of satisfaction in Rumah Makan Ayam Goreng Sulawesi is 85,4%. Based on the pyramid loyalty analysis, the consumer is dominated by liking the brand and satisfied buyer. The result of the IPA analysis showed that the main priority attributes that have to be improved by Rumah Makan Ayam Goreng Sulawesi are the server’s hospitality and politeness, the waiter’s agility in service, the restaurant’s agility in handling complaints, and also the availability of parking spots in the restaurant.
Keyword: IPA, CSI, loyalty, Pyramid of Loyalty, Satisfaction

Judul: Analisis Kepuasan dan Loyalitas Konsumen Restoran Ayam KQ5 Bogor, Jawa Barat
Abstrak: Ayam KQ5 restaurant is one of the restaurants in Bogor that offers chicken as its specialty with special taste. The objective of this study is to analyze the characteristics, purchasing decision process, customer satisfaction and consumer loyalty that will have implications for the marketing mix of Ayam KQ5 Restaurant. Questionnaire survey was conducted in September 2013. The sampling method used was convenience sampling. There were 100 respondents participated on this research. The methods used in this research are a descriptive analysis method, Importance Performance Analysis, Customer Satisfaction Index and pyramid loyalty. Most of the customers are 19-24 years old, live in Bogor, bachelor graduate, single, and employee with income between Rp2 000 000-Rp5 000 000 per month. Based on Customer Satisfaction Index (CSI), the index of this restaurant was 69.85 percent which is in satisfied category. Based on Importance Performance Analysis, the major priorities to be improved were price, sanitation and employees’ performance. Customer loyalty level of this restaurant was switcher buyer or not loyal customer.
Keyword: loyalty pyramid, IPA, CSI

Judul: Elektrodeposisi Film Tipis Semikonduktor Cu2ZnSnS4 (CZTS) pada Substrat Kaca ITO
Abstrak: Semiconductor Cu2ZnSnS4 (CZTS) thin film that can be used as absorber layers on solar cell module was made via electrodeposition method. CZTS thin film was electrodeposited on the surface of a silicate glass coated with a thin layer of indium tin oxide (ITO). Deposition process was done using potentiostatic mode at room temperature with a potential of 1.05 V for 30, 45, and 60 minutes, followed with annealing the film at 2 different temperatures, 500 ºC using furnace and 180 ºC using hot plate, both treatments for 45 minutes in N2/H2S atmosphere. The X-ray difractograms were analyzed using Match 2 program and showed that the CZTS thin films had kesterit crystalline structure, with a low percentage of CZTS phase. The thin film also contained secondary phases such as Cu2S, ZnS, and SnS. The obtained CZTS thin films had a thickness between 1.039 and 1.676 μm. Absorption study showed that the band gap energy of CZTS thin films which was annealed using furnace ranged from 1.50 to 1.52 eV, whereas that annealed using the hot plate was not observed. The band gap energy value showed that CZTS thin films can be used as sunlight absorber layers on solar cell. The formation of CZTS crystal film on this investigation was effectively performed using furnace annealing process at a temperature of 500 ºC with deposition time of 45 minutes.
Keyword: Thin film, Electrodeposition, Cu2ZnSnS4