Judul: Pengaruh mutu pelayanan terhadap kepuasan pelanggan laundri XYZ Bogor
Abstrak: Services industry is closely related to trust, service and close relationship with customers. Laundry customers have several reasons in choosing the washing service, such as clean laundry, neat, fragrant, and employee’s awareness towards customers. Laundry service realizes that a good service is very important for competing and keeping the customers. The aims of this research is : (1) to define the customer’s assesment towards the XYZ laundry service, (2) To analyze the impact of service quality of the customers’ satisfaction towards XYZ laundry, (3) To identify factors that needed to be fixed and maintained by the XYZ laundry entrepreneur. Data on this study consists of primary data and secondary data. Primary data was collected via questionnaires given to 100 respondents which are chosen randomly. The data is analyzed by means of Descriptive Statistic Analysis, Customer Satisfaction Index (CSI), and multiple linear regression. The characteristic of the laundry XYZ’s costumers mostly dominated by costumers with age range 30-40 years old who consider quality and speed as well as practical, therefore the needs of the hospitality industry increases. Most of XYZ laundry’s costumers is dominated by men and they prefer doing other activities to doing the laundry. Besides that, men prefer to do something practical. The majority of the customer’s educational background is a degree holder or master degree holder. The higher the level of education they have, the more systematic way of thinking and the eager to get benefits for themselves. Most of the costumers are employees from companies and civil servants with an average income between Rp.2.5 million-5million per month in which customer’s choice is determined by their condition at that time. Generally, costumers make a direct communication by going to the laundry, most of them live in a rented room. Based on CSI calculation, the costumers of XYZ laundry are satisfied for the service, and from the linear regression analysis calculation it is found that service consists of tangible, reliability, responsiveness, assurance and empathy given by XYZ laundry effects the XYZ laundry customer satisfaction. As for the factors that needed to be fixed by the XYZ laundry are rearranging the position of the washed laundry, facilitate the costumers to contact the XYZ laundry officer directly or indirectly(via phone or sms) and prioritized costumers’ needs, give clearer information to costumers. Factors that need to be maintained by the XYZ laundry based on service performance given are officers’ awareness and a neat appearance of the officers.
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Judul: Pengaruh Kepuasan terhadap Loyalitas Konsumen Laundry Kiloan di Dramaga Bogor
Abstrak: Kepuasan konsumen merupakan salah satu faktor yang memengaruhi loyalitas konsumen. Kepuasan konsumen adalah perbandingan antara harapan konsumen dan kinerja dari pelaku usaha. Penelitian ini bertujuan untuk menganalisis pengaruh kepuasan terhadap loyalitas konsumen pengguna jasa laundry kiloan. Penelitian ini dilakukan di Institut Pertanian Bogor (IPB) yang melibatkan 100 mahasiswa yang dipilih dengan accidental sampling. Pengukuran kepuasan mahasiswa menggunakan model SERVQUAL (service quality) dan Importance-Performance Analysis (IPA). Pengukuran loyalitas menggunakan model loyalitas Griffin. Hasil penelitian menunjukkan bahwa terdapat hubungan antara uang saku mahasiswa dengan frekuensi penggunaan laundry kiloan. Selain itu, terdapat pengaruh positif signifikan antara kepuasan terhadap loyalitas pengguna jasa laundry kiloan pada mahasiswa IPB.
Keyword: Importance-Performance Analysis, laundry kiloan, kepuasan konsumen, loyalitas, SERVQUAL

Judul: Karakteristik Anatomi Skelet Kepala Buaya senyulong (Tomistoma schlegelii).
Abstrak: Buaya sepit atau senyulong (Tomistoma schlegelii) merupakan jenis buaya asli Indonesia yang berhabitat di sungai-sungai Sumatera, Kalimantan, dan juga pedalaman Sulawesi. Salah satu ciri khas buaya senyulong adalah bentuk moncong yang runcing dan sempit, namun hingga saat ini informasi mengenai struktur skelet kepala buaya senyulong sangat terbatas. Penelitian ini bertujuan untuk mempelajari karakteristik anatomi skelet kepala buaya senyulong yang dikatikan dengan fungsi dan perilakunya. Penelitian dilakukan secara eksploratif dengan melakukan pengamatan, pencatatan, dan pengambilan gambar dari skelet kepala buaya senyulong. Skelet kepala berukuran panjang 70 cm, lebar 29 cm, dan tingggi 17 cm dengan permukaan kasar pada os nasale, os frontale, os maxilla, os mandibula, os lacrimale, os jugale. Jumlah gigi pada buaya ini sebanyak 78 buah, terdiri dari 4 buah gigi premaxila, 16 buah gigi maxila, dan 19 buah gigi mandibula. Pada regio orbitalis ditemukan dua pasang fenestrae temporales yang berkembang baik. Fenestra supratemporale merupakan lubang oval yang membentang di sepanjang os parietale. Fenestra infratemporale berbentuk segitiga dan dibatasi oleh os squamosum, os postorbitale, os jugulare, dan os quadratum. Os mandibula hewan ini mempunyai symphysis mandibularis yang panjang yaitu garis yang melintang di corpus mandibulae. Secara fungsional ukuran symphysis mandibularis berkaitan dengan adaptasi hewan terhadap diet makan.
Keyword: kepala, moncong, Tomistoma schlegelii