The application framework of Kansei Engineering to enhance Customer Relationship Management in services

In order to fit what a customer needs and wants, a product or a service should be qualified. By incorporating Ergonomics/Human Factors and affect, quality of products and services should promote happiness and health to the users. Improved quality and long-lasting products/services make customers happy (Nagamachi & Lokman, 2011). According to Tribus (1990), quality is defined as a condition when customers have a love affair and emotional bondage with particular products and services. It implies that the main concern of qualified products and services is customer emotional experience. This study aims to explore the customer emotional needs (Kansei in Japanese) experienced and encountered in services. As emphasized in Customer Relationship Management (CRM), understanding the customer emotional needs is one succesful key for CRM implementation. Kansei Engineering (KE) methodology that has been widely used for modeling the emotional needs in product design is proposed to support the CRM improvement. Hence, this study has two objectives. The first is to develop an integrative application framework of the contribution of KE to CRM, while the second is to provide an illustrative example of how to apply KE-CRM into service industry. This study is expected to contribute to the theoretical academic literatures on Customer Relationship Management (CRM), marketing management, Ergonomics/Human Factors and Kansei by proposing an application framework and methodology of integrated KE-CRM. In addition, practical contributions will be presented by providing a guidance to service managers in collecting and capturing the emotional needs of customers, using the rich-channel of information for collecting information, and investigating what service attributes that are significantly sensitive to the customer emotions. It is, then, to be used as a prioritization tool for continuous improvement or maintenance on service attributes

Effect of Group Activities Therapy on the Improvement of Basic Social Skills in Schizophrenia Patients in Rsjd Dr. Rm. Soedjarwadi Central Java 2015

ABTRACK-This study examines whether group activity therapy can improve basic social skills of schizophrenic patients. This study is a quantitative and using SPSS version 16.0. Qualitative analysis using observation and interviews. The design of this study are randomized control group pretest - posttest design - followup. Five subjects diagnosed with schizophrenia and hospitalized. The independent variable group is activity therapy and dependent variables is social skills base. This research analyzed by Mann Whitney U test and Friedman test. The results are shown to improve basic social skills schizophrenic patients. Data processing results show the level of significance, the results of Mann Whitney test to gain score of the experimental group and the control group significantly, meaning that the intervention of group activity therapy can improve basic social skills scale score the schizophrenia patients in experimental group. Analysis results of the basic social skills scale between pretest and posttest scores experimental group and the control group are significantly, it means that there are significantly differences in basic social skills scores schizophrenic patients between pretest and posttest scores in experimental group and control groups, in followup the results of the analysis of Friedman test also showed significant result

Analisis Kesilapan Terjemahan Bahasa Inggris ke dalam Bahasa Indonesia

Penelitian ini mendeskripsikan kesilapan yang dilakukan mahasiswa dalam menerjemahkan teks berbahasa Inggris ke dalam teks berbahasa Indonesia. Penelitian ini menggunakan rancangan penelitian deskriptif. Sumber datanya adalah para mahasiswa yang menempuh matakuliah Terjemahan. Data penelitian berupa jenis-jenis dan sumber-sumber kesilapan yang dilakukan mahasiswa dalam menerjemahkan teks berbahasa Inggris ke dalam teks berbahasa Indonesia. Hasil penelitian menunjukkan bahwa ada dua jenis kesilapan penerjemahan mahasiswa, yaitu kesilapan isi pesan dan kesilapan bentuk bahasa, di mana kesilapan bentuk bahasa lebih dominan. Di samping itu hasil penelitian menunjukkan ada dua sumber kesilapan yaitu interlingual transfer (kesilapan yang muncul akibat pengaruh bahasa ibu) dan intralingual transfer (kesilapan yang muncul akibat pengaruh bahasa sumber)

Pemasaran Produk Minyak Cendana (Santalum Album L.): Realita, Tantangan Dan Harapan

Salah satu komponen utama masalah tanaman cendana (Santalum album L.) sebagai komoditi perdagangan adalah pemasaran terhadap produk yang diperoleh terutama ekstrak minyaknya. PT Tropical Oil, Kupang, Timor, NTT merupakan suatu Perusahaan industri minyak cendana yang selama ini melakukan ekstraksi minyak tanaman cendana menggunakan bahan mentah dari NTT. Makalah ini membahas pandangan pengusaha mengenai jangkauan pasar yang telah dicapai, kecenderungan pasar terhadap produk minyak cendana baik segi kuantitas maupun kualitas, terutama kandungan santalol sebagai komponen mutlak dalam minyak cendana.Berbagai harapan disampaikan,disertai kendala-kendala ketersediaan bahan baku dan pasar(terutama Internasional) yang dihadapi seorang pengusaha mulai dari produksi hingga pemasaran dan sumbangsaran demi keberlangsungan produksi dan pemasaran minyak cendana yang telah memiliki segmen pasar tersendiri yang cukup luas

Pengaruh Laju Korosi Pelat Baja Lunak Pada Lingkungan Air Laut Terhadap Perubahan Berat.

One of the USAge of soft steel sheet at human life among others as boat sheet. Existence of electrochemical reaction between metal and environment can cause the corrosion. Corrosion represent an situation having the destroying nature at most of all metal. Trial of rate of corrosion at soft steel sheet to sea water can be conducted by using overvoltage. Heavy change (losing of weight) of specimen will be progressively increase by increasing its test time

Pengaruh Bising Pesawat Udara Terhadap Jumlah Sel NK (CD56 + CD16 + CD3 ) Pada Masyarakat Di Sekitar Bandara Adi Sumarmo Boyolali

Exposure to noise constitutes a health risk. There is sufficient scientific evidence that noise exposure can induce hearing impairment, hypertension and ischemic heart disease, annoyance, sleep disturbance, and decreased school performance. For other effects such as changes in the immune system and birth defects, the evidence is limited.The aims of this study was to find out the effect of the aircraft noise level to the number of Natural Killer Cell (CD56+CD16+CD3) among people in the area of Adi Sumarmo Airport Boyolali.The research finding was expected to contribute to the science development and to give benefits for local government and among people in the Area of Adi Sumarmo Airport in preventing the effect of noise. The research design was an analytical survey with a cross sectional approach, taking location at the Dibal and Gagak Sipat Village, Ngemplak Sub district, Boyolali District. The work was conducted from Juny to October 2008. The number of subjects involved were 57. They were divided into 3 groups; Group 1 was exposed 52.17 dB of noise level (19 respondents); Group 2 was exposed 71.79 dB of noise level (19 respondents); and Group 3 was exposed 92.29 dB of noise level (19 respondents). The samples were taken usingsimple random sampling. The data were analyzed by Anova followed by Post Hoc Test using LSD test completed with Homogenous Subsets. Based on the results of the analysis, a conclusion was drawn that there was a significant effect of the aircraft noise level to the number of Natural Killer Cell (CD56+CD16+CD3) among people in the area of AdiSumarmo Airport Boyolali

Otonomi Pendidikan

Tulisan ini bertujuan membahas plus minusnya pelaksanaan otonomi pendidikan di lembaga pendidikan serta realisasi kegiatan dimaksud. Otonomi pendidikan dimaksudkan sebagai pemberian sebagian wewenang dalam pengelolaan pendidikan kepada daerah, tanpa mengabaikan wewenang Pusat dan standarisasi nasional. Nilai lebih dari otonomi pendidikan dapat dilihat dari kemandirian SDM yang ada di daerah dalam mengelola pendidikan, dan masyarakat daerah dapat merasa memiliki hasil pembangunan pendidikan di daerahnya sesuai dengan kebutuhan dan kondisi setempat. Efek negatif yang mungkin menjadi nilai minus bagi pelaksanaan otonomi pendidikan adalh memungkinkan terjadinya arogansi daerah, yang disebabkan oleh perbedaan mencolok antar berbagai daerah yang ada.Realisasi otonomi pendidikan di Indonesia dapat dilihat dari manajemen berbasis sekolah, di mana pengambilan keputusan yang semula berada di Pusat/Kanwil/Kandep ke level sekolah dan pendidikan berbasis masyarakat, di mana masyarakat sebagai elemen sosial diberdayakan melalui peran serta mereka dalam penyelenggaraan dan pengendalian mutu layanan pendidikan dengan membentuk komite sekolah