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Abstract: The main problem in this study is the service quality in the Department of Population and Civil Registration Jakarta is considered optimal. Bureaucratic behavior, presumably as a result of poor planning and oversight that cannot be implemented properly. The purpose of this research is to gain any influence planning on the bureaucratic behavior, monitoring on bureaucratic behavior, and the influence of bureaucratic behavior on the service quality and to obtain a new concept for the development of science and useful and can be applied in the community, especially in the Department of Population and Civil Jakarta. The method used in this study is non-experimental survey method with sampling Stratified Random Sampling. Technical analysis is the data used path analysis. Test the validity of the instrument using the Pearson correlation test product moment and reliability of the instrument using Cronbach alpha The results showed that the positive effect the planning on the bureaucracy behavior, oversight positive effect controlling on the behavior of bureaucracy and positive effect bureaucratic behavior on service quality. The findings in this study are not routinely conducted surveillance dimension thus potentially deviant bureaucracy behavior is not optimal to improve the service quality. The implications of this research are bureaucratic behavior is important in improving Service quality.
Keywords: Planning, Controlling, and Service Quality and Bureaucracy Behavior
 Soegandi, Lis. 2005. National Conference on Development of Public Services in the Field of Population, May 2002.
 Lovelock, Christopher. Product Plust , Mc. Graw-Hill, New York, 1994
 Albert, Weterson.1991 Planning. Development Jakarta: Indonesia Gallia
 Mathis Robert L. dan Jackson John H. 2006, Human Resource Management , translation. Salemba Four. Jakarta
 Maringan (2004) Basics of Administration and Management, Ghalia Jakarta Indonesia.
 Wisniewski, M. & Donnelly, M. (1996), "Measuring service quality in the public sector: the potential for SERVQUAL", Total
Quality Management, Vol. 7(4), p.357-365
 Rowley, Jennifer (1998) "Quality measurement in the public sector: Some perspectives from the service quality literature," Total
Quality Management, vol. 9(2/3), p. 321-333
 Brysland, A. & Curry, A. (2001) "Service Improvements in public services using SERVQUAL,"Managing Service Quality, vol.
11(6), p. 389-401
 Kokku Randheer,2011 Measuring Commuters' Perception on Service Quality Using SERVQUAL in Public Transportation,
International Journal of Marketing Studies Vol. 3, No. 1; February 2011
 Munhurrun, Prabha Ramseook,
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|Paper Type||:||Research Paper|
|Title||:||Fraud Prevention, Mitigation and Management Practices In Nigerian Firms|
|Authors||:||Akani N. Fynefaceph D., Mr. Oladutire, E. Oladeji|
Abstract: This paper examined fraud prevention, mitigation and management practices. The respondents were 294 persons drawn from business owners, accountants, investors, bankers, and managers in Port Harcourt. The spearman's rank order correlation coefficient statistical tool of the statistical package for social sciences (SPSS) was used to test the hypotheses. Results indicated that there is a significant relationship between internal control system and reduction in the manipulation of records; and there is a significant relationship between internal auditing and the prevention of assets defalcations.It was concluded that businesses operate in a risky environment where errors and irregularities which may result into fraud can occur. Fraud is an act of deception which is perpetrated by someone in authority for the illegal acquisition of the assets of an organization that he or she is entrusted to take care of. Thus, efficient and effective internal control system with adequate internal auditing should be provided to prevent, mitigate and manage all forms of fraudulent activities in organizations. In the lightof our findings from the study, we recommendedthat the management of firms should have mechanisms for theproper documentations of their assets, and that the management of organizations should provide mechanisms to safeguard all their physical assets.
Keywords: Fraud, Fraud Prevention, Mitigation and Management Practices, Internal Control System, Internal Auditing, Manipulations, Defalcations.
. Adeduro, A.A. (1998): "An investigation into frauds in banks". An unpublished thesis of University of Lagos.
. Adeniji, A. (2004): Auditing and Investigation. Lagos: Value Analysis Publishers.
. Aderibigbe, P. (1997): Auditing: Conceptual Emphasis. Ibadan: Lyons Ltd
. Aderibigbe, P. and Dada, S. O. (2007): Microauditing Principles. Lagos: ICAN Students Journal.Vol 11 No 1, Jan/March.
. Aguolu, O. (2002). Fundamentals of Auditing, Enugu: Meridian Associates.
. Alleyne, P., and Howard, M. (2005): An exploratory study of auditors‟ responsibility for fraud detection in Barbados. Managerial Auditing Journal. 20(3):284-303. .
. Ama, G.A.N. (2003).Fundamentals of Public Sector Accounting and Finance. Aba: Amasons Publications Ventures.
. Baridam, D. M. (2001) Research Methods in Administrative Sciences, Port Harcourt: Sherbrooke Associate Revised Edition).
. Bostley R.W.B. and Dover C.B. (1972): Sheldon's practice and law of banking,10thed London: Macdonald and Evans.
. Brink, V.Z., and Witt, H. (1982), Internal Auditing. New York: John Wiley and Sons: Dana, S.D. (2001). Statistics and Data Analysis for Behavioral Science. New York: McGraw Hill Co.
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|Paper Type||:||Research Paper|
|Title||:||Macroeconomic Variables on Stock Market Interactions: The Indian Experience|
|Authors||:||Prof. Mohi-u-Din Sangmi, Mohd Mubasher Hassan|
Abstract: To examine the effect of macroeconomic variables on the stock price movement in Indian Stock Market. Six variables of macro-economy (inflation, exchange rate, Industrial production, MoneySupply, Goldprice, interest rate) are used as independent variables. Sensex, Nifty and BSE 100are indicated as dependent variable. The monthly time series data are gathered from RBI handbook over the period of April 2008 to June 2012. Multiple regression analysis is applied in this paper to construct a quantitative model showing the relationship between macroeconomics and stock price. The result of this paper indicates that significant relationship is occurred between macroeconomics variable's and stock price in India.
Key Words: Bombay Stock Exchange, National Stock Exchange, Arbitrage pricing theory
. AhmetBuyukşalvarcı,(2010),:"The Effects Of Macroeconomics Variables On Stock Returns:Evidence From Turkey", European Journal Of Social Sciences – Volume 14, Number 3.404-415.
. Ahmad , Muhammad Ishfaq. Rehman, Ramizur. andRaoof, Awais, (2010). Do Interest Rate, Exchange Rate effect Stock Returns? A Pakistani Perspective.International Research Journal of Finance and Economics, [e-journal] 50,Available through: http://www.eurojournals.com/irjfe_50_12.pdf
. Burmeister, Edwin, and K. Wall, (1986), "The Arbitrage Pricing Theory and Macroeconomic Factor Measures", Financial Review, 21, 1–20.
. Chen, N.-F., R. Roll and S. A. Ross, (1986), "Economic Forces and the Stock Market", Journal of Business 59, 383-403.
. Joseph N. L, &Vezos, P. (2006)"The sensitivity of US banks to stock returns to interest rates & exchange rates changes", Managerial Finance: 32, 182-199.
. Christopher Gan, Minsoo Lee, HuaH.A.Yong,Jun Zhang.(2006) "Macroeconomic Variables And Stock Market Interactions: New Zealand Evidence''. Investment Management and Financial Innovations, Volume 3(4),89-101.
. Dhira.D,Anggoro.B and Novika.Candra (2012),"The Efffect of Macroeconomic Variables on Stock Price Volatility:Evidence from JakartaCompositeIndex,Agriculture,and Basic Industry Sector",IPEDR,Vol.46,18.
. Fama, E. F. (1965,)" The Behavior of Stock-Market Prices". Journal of Business, 38, 34-105.
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|Paper Type||:||Research Paper|
|Title||:||Exploring the Effect of Web Based Communications on Organizations Service Quality|
|Authors||:||Hani Abdulhafedh Thabit Yahya, Eman Salim Abdalla Rashid Saho|
Abstract: The paper aims to study the effect of web based communications on the service quality of organizations. Web based communications is used for a variety of reasons.The quality of a Web-based customer support system involves the information it supplies, the service it provides, andcharacteristics of the system itself; its effectiveness is reflected by the satisfaction of its users. This paper presents the results of astudy of quality and effectiveness in Web-based customer support systems. Data from a survey of 726 Internet users were used to test theoretically expected relationships. The results of this study indicate that information and system quality determine effectiveness while service quality has no impact. Practical implications for managers and designers are offered.The Internet is the latest in a long succession of communication technologies. The goal of this work is to draw lessons from the evolution of all these services. Little attention is paid to technology as such, since that has changed radically many times. Instead, the stress is on the steady growth in volume of communication, the evolution in the type of traffic sent, the qualitative change this growth produces in how people treat communication, and the evolution of pricing. The focus is on the user, and in particular on how quality and price differentiation have been used by service providers to influenceconsumer behavior, and how consumers have reacted.
. Adelman, M.B., Ahuvia, A. and Goodwin, C. (1994), Beyond smiling – social support and service quality, in Rust, R.T. and Oliver, R.L. (Eds), Service Quality – New Directions in Theory and Practice, Sage Publications, Thousand Oaks, CA.
. Afthinos, Y., Theodorakis, N.D. and Nassis, P. (2005), Customers‟ expectations of service in Greek fitness centers – gender, age type of sport center, and motivation differences, Managing Service Quality, Vol. 15 No. 3, pp. 245-58.
. Alexander, C.N., Rainforth, M.V. and Gelderloos, P. (1991), Transcendental meditation, self-actualization, and psychological health: a conceptual overview and statisticalmeta-analysis, Journal of Social Behavior and Personality, Vol. 6 No. 5, pp. 189-247.
. Alexandris, K., Tsorbatzoudis, C. and Grouios, G. (2002), Perceived constraints on recreational sport participation: investigating their relationship with intrinsic motivation, extrinsic motivation and a motivation, Journal of Leisure Research, Vol. 34 No. 3, pp. 233-52.
. Arcelay, A., Sa´nchez, E., Herna´ndez, L., Incla´n, G., Bacigalupe, M., Letona, J., Gonza´lez, R.M. andMartı´nez-Conde, A.E. (1999), Self-assessment of all the health centers of a public health service through the European model of quality management, International Journal of Health Care Quality Assurance, Vol. 12 No. 2, pp. 54-8.
. Atkinson, P.E. (1990), Creating Culture Change, the Key to Successful Total Quality Management,IFS, and Bedford.
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Abstract: This study uses object manufacturing companies going public in Indonesia, with a sample of 12 companies that tedaftar in Indonesia Stock Exchange. Each sample of 10 companies was taken at the level of managers and staff. This study sought to test and analyze whether the internal and external environment influence the development of human capital through intervening variables planning and human resource management, employee improvement, education and training, and recognition of employee performance and employee satisfaction .
Keywords: external environment, internal environment, human capital development.
. Anonymous. 2005. Towards Human Capital Management: Building Competitive Advantage through People. Dibawakan pada seminar LPPI.
. Ancok, Djamaluddin.2005. Human Capital in Organizations, Journal of Human Capital Management.
. Davenport, T.O. 1999. Human Capital : What it is and Why People Invest it. Jossey‐Bass: San Francisco.
. Dharma, S., 2004. Human Capital Formation and Strategy Innovation, Entrepreneurship, No.. 9, Year XXXIII, September: 25-30. Edratna.2008. Human Capital Management : Bagaimana Strategi meningkatkan Competitive Advantage melalui Karyawan? Jurnal :http://edratna. wordpress. com/2008/06/05/human- capital -management.
. Fitz-ent, Jac, 2000. The ROI of Human Capital, American Management Association.
. Galunic D.C. & Anderson, E. 2000. From Security to Mobility: Generalized Investments in Human Capital and Agent Commitment. Organization Science, 11(1), 1‐20. http://www.jstor.org/stable/2640402.
. Gamal, Merza.2007. Placing HR as Human Capital, Daily online, http:www. kabarindonesia. com/berita.php/pil=10&dn=200710261, January 2011. Huselid Mark. A. 2005. The Workforce Scorecard, Managing Human Capital to Executive Strategy.
. Ingham Jon. 2002. Strategic Human Capital Management, Creating Value Through People.
. Markus, R. dan B. Santoso. 2006. Employee Opinion Survey, Human Capital No.29, Agustus: 36-39.
. Mayo, A., 2000. "The Role of Employee Development in The Growth of Intellectual Capital", Personal Review, Vol. 29, No. 4. http://www.emerald-library.com.
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|Paper Type||:||Research Paper|
|Title||:||Assessment of Service Quality in Organized Retail Stores of Udaipur|
|Authors||:||Dr. Dipin Mathur, Manoj Kumar Sharma, Apeksha Jain|
Abstract: Indian organized retail market is growing at a fast pace due to the boom in the India retail industry. Many Indian companies are entering the Indian retail market which is giving Indian organized retail market a boost. Consumer do not easily articulate their requirements, also there are difficulties in delimiting and measuring the concept of service quality. As customers are involved in the production and consumption process of a service conducted within a physical environment, the physical environment will have a deep impact on customers' perception of service experiences also noted that physical environment is often used as cues of a firm's competences and quality by consumers before a purchase. The paper highlights the frequency of customers visiting franchisee stores, malls etc. with respect to the quality of services facilitated specially at malls which provide convenience, comfort and entertainment. Keywords– articulate, competences, delimiting, organized, retail.
 Chong-yan Gao; Jian-min Jia; Ping Zhao, Service Quality and Attribute-Based Performance of Chinese Retail Banks, Service Systems and Service Management, 2006 International Conference on, 25-27 Oct. 2006.
 Hadaya, P.; Ethier, J.: Hawaii International Conference on System Sciences, Proceedings of the 41st Annual Volume, 7-10 Jan. 2008.
 Jain, Sanjay K. and Garima Gupta (2004). ―Measuring Service Quality: SERVQUAL vs. SERVPERF Scales,‖ Vikalpa, 29 (2), 25-37.
 Kassem S. (1989). ―Services marketing: the Arabian Gulf experience,‖ Journal of Services Marketing, 3, 70-71.
 Santos, J., E-service quality: a model of virtual service quality dimensions, Managing Service Quality, Vol.13 No. 3, pp. 233-235, (2003).
 Seth N., SG Deshmukh, Prem Vrat, Service Quality Models: A Review, The International Journal of Quality & Reliability Management, 22, 8/9, 943-949, (2005).
 Sharma, Alka and Versha Mehta (2004). Service Quality in Financial Services – A case study of Banking Services,‖ Journal of Services Research, 4 (2), 205-208.