Judul: Pengaruh Kualitas Pelayanan dan Produk Terhadap Kepuasan serta Loyalitas Pelanggan KFC di Tangerang Selatan
Abstrak: PT. Fast Food Indonesia is the sole licensee of the leading fast food restaurants in the world, Kentucky Fried Chicken ( KFC ). Goal of the research is to analyze factors that can againts customer satisfaction and loyalty at KFC. Research by Important Performance Analiyis (IPA) and Customer Satisfaction Index (CSI) shows KFC customer satisfaction levels by 81.26 %, which indicates a very satisfied customer. Based on the results of the Part Least Square (PLS) analysis, service quality has no significant effect on satisfaction but significant effect on customer loyalty for customer total, student and non student model. Product quality has significant effect on satisfaction for all models. Product quality has no significant effect on customer loyalty for customer total but product quality has significant effect on loyalty for student and non student models. Significant effect on satisfaction as well as loyalty for all models.
Keyword: PLS., Satisfaction, Loyalty, IPA, KFC, CSI

Judul: Pengukuran Tingkat Kepuasan Pengunjung KFC Menggunakan Model ACSI (Studi kasus: Pengunjung KFC Taman Topi Bogor)
Abstrak: American Customer Satisfaction Index (ACSI) merupakan salah satu alat untuk mengukur indeks kepuasan secara nasional. Konsep ACSI ini mulai berkembang di Amerika Serikat pada tahun 1994. Meskipun digunakan pada skala besar, ACSI juga digunakan pada skala mikro yaitu pada perusahaan-perusahaan teltentu. Penelitian ini menerapkan model ACSI untuk mengukur tingkat kepuasan pada PT. Fastfood Indonesia, Tbk khususnya pada KFC Taman Topi Bogor. Model ACSI dianalisis dengan model persamaan struktural. Pada model ACSI ini terdapat beberapa peubah laten yang saling berkaitan yaitu harapan konsumen (Customer expectation), kualitas produk (Perceived quality), nilai produk (Perceived value), kepuasan konsumen (ACSI), komplain konsumen (Customer complain), dan loyalitas konsumen (Customer loyalty). Masingmasing peubah laten dijelaskan oleh peubah indikatornya. Hasil evaluasi kecocokan model diperoleh bahwa nilai OFI dan AOFI masing-masing sebesar 0.9973 dan 0.9961, serta RMSEA sebesar 0.1224. Model persamaan struktural yang diperoleh telah menunjukkan model yang cukup baik dengan nilai OFI dan AOFI yang cukup tinggi meskipun RMSEA tidak memenuhi nilai yang disarankan. Model yang diperoleh menunjukkan kepuasan konsumen (ACSI) mempunyai hubungan yang positif dengan tiga faktor utama penentunya yaitu harapan konsumen (Customer expectation), kualitas yang diterima (Perceived quality) dan niJai yang diterima (Perceived value) . Hal ini dapat ditunjukkan dengan koefisien lintas masing-masing sebesar 0.02, 0.92 dan 0.05. Kepuasan konsumen sangat dipengaruhi oleh kualitas yang diterima (Perceived quality), dan memberikan pengaruh yang positif terhadap loyalitas konsumen. Indeks kepuasan terhadap KFC ini adalah sebesar 79.77 pada skala 100.
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Judul: Hamiltonian formulation for linear waves motion in two layers fluid
Abstrak: The surface wave could be considered as a wave that separates two fluids, namely water and air. Based on this assumption, it is introduced the interfacial wave, a wave between two layers of fluid with different density. The formulation of interfacial waves motion begins with deriving the base equation of irrotational ideal fluid. Furthermore, according to irrotational fluid assumption, the base equation can be stated in velocity potential. In this derivation, the fluids domain is assumed to be restricted by rigid lid boundary conditions, both at the upper and lower limit. Therefore, the interfacial waves motion can be explained in a hamiltonian formulation. In the hamiltonian formulation, total energy is defined as the sum of kinetic and potential energy. The hamiltonian system is obtained from reduction of kinetic energy by using the Dirichlet Neumann Operator. The resulted kinetic energy equation is nonlinear. Therefore, this form is linearized by first part of the Taylor expansion. This linearization gives a dispersion relation of linear wave. Based on this dispersion relation, the phase speed of the linear wave depends on the density ratio of the two layers fluid.
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