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xiii

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CULI URE 10WA DS 8ACA Bl-_RMshy

1st Piksi International Conference on Knowledge and Sciences 2014 Page | 9

THE ROLE OF DYNAMIC MODEL OF CUSTOMER ENGAGEMENT TOWARD CUSTOMER VALUE

Ardian Adhiatma

M A Irfan Rahmana Dept of Management Faculty of Economics UNISSULA Semarang Indonesia

E-mail ardianunissulaacid irfanrahmanayahoocom

ABSTRACT The added value of the company at this time can not always be built only through customer satisfaction but more to factors such as communication coaching and sharing of the company as stated in the customer engagement The purpose of this study is to know the role of dynamic models of customer engagement toward customer value Explanatory research is conducted on 50 owners managers and authorized personnel in corporate decision The sampling used is purposive sampling Furthermore there are three variables involved in this study those are customer engagement relationship quality and customer value The data of these three variables is obtained from questionnaires Partial least squares analysis with smart PLS 20 is used to determine the correlation within variables Customer engagement shows a positive results and significant influence to customer value either directly or indirectly through the relationship quality in which the influence of indirect coefficient (0499) is higher than the direct coefficient (0491) So it can be concluded that customer engagement has a role in improving customer value through relationship quality

Keywords customer engagement relationship quality customer value


A INTRODUCTION Nowadays Challenges in the business field have become increasingly tight and

complicated because the presence of dynamical complexities in the market values in which the needs and demands of customers as main stakeholders have changed massively The change of customers condition in demand occur because the presences of information and choices have grown rapidly Not only self-needs experiencing a change but also the ways customers access the needs also change from time to time In the past customer satisfactions were mostly determined by the quality of productsservices pricing and after-sales service Briefly its only three aspects that got too much attention marketers only focused in improving the quality of products pressing price efficiency to be affordable and opening outlets of after sales service Yet in the present day these aspects are considered not meet expectations customers want more of these aspects as a prerequisite for their satisfaction In conclusion it means that the needs of customers expectations has changed so that the programs and approaches to satisfy customers should also be conducted (Rustono 2010)

The phenomena as mentioned above also occur in courier Industries The rapid competition of courier industries in Indonesia is not only caused by globalization but also customers awareness of price and high demands The rapid growth of communication and technology also contribute to the increase of competition intensity since it gives customers access to more information about the wide range of products or services offered These conditions lead customers to have more choices in spending their money

The added value of the company at this time can not always be built only through customer satisfaction but also more to other factors such as communication coaching and sharing of the company as stated in the customer engagement Customer engagement is the peak of the companys relationship with customers to survive and thrive to launch new products to pay more attention into competitor products to sell more products from competitors Besides that the companies also have to implement Customer Relationship Management whereby customer engagement is one of its components At the level of customer engagement relationship built has already been a combination of rational and emotional aspects The quality of this relationship has reached the level of the inner closeness and long-term dimension (Shevlin 2011 in Vivek 2011)

The concept of customer engagement has also been frequently considered as a potential superior strength to predict and to explain the context of the service retention and customer loyalty (Bowden 2009 in Hollebeek 2009) Furthermore Customer engagement is a promising new concept and expected to exceed the contribution given by traditional relational construction including perceived quality customer engagement and satisfaction in explaining and predicting customer value (Hollebeek 2009) Customer value is defined as the emotional bond that exists between customers and manufacturers because the customers use the products and services of the company and then find that the product or service give them additional value (Tjiptono 2005)

The study by Hollebeek (2009) concludes that the customers engagement improve loyalty satisfaction empowerment connection emotional bonding trust and commitment Furthermore Kumar et al (2010) emphasizes that customers can be involved in creating value for the company in various ways first the customer lifetime value (customer buying behavior) second the customer referrals value (related to referral incentives of new customers) third customer influence value (related to customers behavior to influence other customers which increases the acquisition retention and share of wallet through communication among customers and existing prospects) and fourth is the customer knowledge value (surplus for the company with feedback from customers) Customer engagemet value (CEV) provides a comprehensive framework that can ultimately lead to more efficient marketing strategies that enable a higher long-term contribution to customers The study by Vivek (2011) proves that customers engagement in turn can positively influence the companys relationship with customers and raises good faith and intention to do business with the company

The capability of Customer engagement in predicting customer value has been adopted as a marketing strategy by PT Siba Courier Indonesia This strategy is implemented because until this time if it is compared with its competitors PT Siba Courier Indonesia is far behind from their competitors in terms of the availability of fleet infrastructure and age In the future PT Siba Courier Indonesia is predicted to be abandoned by its customers if only rely on the availability of


limited facilities and infrastructure The fact that the customers of PT Siba Courier Indonesia both in Jakarta and Semarang are still loyal to use the services of this company and even if they keep patient waiting queue to obtain service because the company have overload in order delivery If in general to improve the competitiveness and to maintain the survival of the company efforts are made through internal factors (improvement of service quality provision of infrastructure and facilities services technological advances etc) in this study exactly at PT Siba Courier Indonesia the related cases are not found Therefore it is interesting to do a more focused study on the role of dynamic models of customer engagement toward customer value in the PT Siba Courier Indonesia

B LITERATURE REVIEW

Customer Engagement Customer engagement (CE) is the intensity of customer participation by representatives

of the organization and through other customers in the process of collaborative knowledge exchange (Wagner and Majchrzak 200720) in Vivek (2011) Engagement refers to customersrsquo perception toward the importance or personal relevance of objects events and activities In this case Customers will acquire that a certain product has a personal relevance and relationship with them Relationship quality

The relationship quality or connections is represented through real-image of relationship and individual experience of each party in the relationship A subjective connection is obtained through positive passion energy matter and togetherness (Quinn and Dutton 2005 Heaphy amp Dutton 2008 in Vivek 2011) in which Two people involved in the connection and active participation (Heaphy and Dutton Vivek 2008267 in 2011)

In this study connection is defined as a positive emotional relationship that customers have a sense of belonging to the companies The quality of relationship construction is based on the amount of time spent in the workplace employees are significantly influenced by their relationships formed in the workplace so the connection significantly influences the function of the organization Customer value

The concept of customer value (CV) by Kotler and Keller (2009 14) is the combination of quality service price of products or services Furthermore Customer value is the dispute between the amount of value for customers and the total cost of customers and the amount of value for customers are customers expected profit of certain goods or services

According to Best in (Sumarwan et al 2010 30) the customer value is a benefit or profit obtained by customers lessened by the cost of the purchase Based on this concept customer value is derived from the economic customer and emotional benefits Economic Benefit is obtained from surplus of price and cost but not the cost of purchase which includes acquisition ownership usage maintenance repairment and disposal costs Customers Benefit is derived from the product appearance service and reputation Emotional Benefit is the overplus of the product to meet the emotional needs of the customer associated with psychological needs types of customers personality and customer personal value

C RESEARCH METHOD

The population of this study is all customers of PT Siba Courier Indonesia totaling 40 companies spread over two cities Semarang and Jakarta Because of limited number of population the total population is all designated as sample or census research Moreover it is also with the consideration that using total population as a sample will get a more representative description and minimize the error rates so that the data obtained will be close the real value The sample proposed is the companies which at least for three years have actively used services of PT Siba Courier Indonesia Then from each company it is selected two people from the owner and the manager or the other person who has the authority to make decision (the decision maker)

The data collection method is purposive sampling and the analysis techniques is performed by Partial Least Square and Sobel Test

Table 1


Research Variables and Indicators No Variables Indicators Shape

1 Customer engagement is the level of customers attention to the company

Sharing (CE1)

Likert Scale 1-5

Learning (CE2) Advocating (CE3) Socialization (CE4) Co-developing (CE5)

2 Relationship quality is quality of the relationship created between customer and companies

Trust (RQ1) Commitment (RQ2) Satisfaction (RQ3)

3

Customer value is the matched value perceived by customers on the services prices of the products quality received by them

Connection with Company (CV1) Goodwill (CV2) Word of Mouth (CV3) Affective Commitment (CV4) Intent to do Business (CV5)

Data Analysis

PLS (Partial Least Square) is used to examine and test the hypothesis proposed PLS has advantages that lsquoit involves no assumptions about the population or scale of measurement (Fornell amp Bookstein 1982) and consequently it works without distributional assumptions and by nominal ordinal and interval scaled variables However one has to bear in mind that the PLS like any statistical technique also requires certain assumptions to be fulfilled Apart from the standard ones (ie the classical Gaussian linear ordinary least squares) regression models (see eg Gujarati 1995) the most important predictor of the assumption is the specification (Chin amp Newsted 1999)

D FINDINGS Based on data analysis of the study it can be explained the analysis of partial least

squares (PLS) as follows Inner PLS model results

The indicators of customer engagement consist of sharing (CE1) learning (CE2) advocating (CE3) socialization (CE4) and co-developing (CE5) The outline of the PLS model for the indicators proposed is shown in Table 2

Table 2 Test Results of Validity and Reliability of Customer Engagement Indicator Variables

No Indicator Test Validity Composite Reliability Loading T-Statistic Criteria

1 CE 1 0919 9438 valid

0876 2 CE 2 0753 5330 valid 3 CE 3 0711 4915 valid 4 CE 4 0851 7639 valid 5 CE 5 0854 6314 valid

Sources Primary data processed in 2014

Table 2 is the result of convergent validity test 5 indicators of customer engagement have loading factor value more than 05 by the T statistical value of all indicators greater than T Table by 196 so that all indicators of customer engagement can be said to be valid The order of the strongest to the weakest indicator is CE1 (sharing) CE5 (co-developing) CE4


(socialization) CE2 (learning) and CE3 (advocating) Based on the composite reliability test of indicator measuring the construct it shows a satisfactory results in the amount of 0876 meaning that the construct of customer engagement can provide relatively similar results when it is measured again by the same subjects

The indicator of Relationship quality consists of three indicators namely trust (RQ1) commitment (RQ2) and satisfaction (RQ3) The results of the PLS model for the outer indicators is shown in Table 3 below

Table 3

Test Results of Validity and Reliability of Relationship Quality Indicator Variables


1 RQ1 0822 4959 valid 0731 2 RQ2 0812 5508 valid

3 RQ3 0785 5318 valid

Sources Primary data were processed in 2014

Table 3 is the result of convergent validity test 3 indicators of relationship quality has a loading factor values more than 05 and the value of the T statistic is higher than the T table by 196 so that all indicators of relationship quality can be said to be valid The order of the strongest to the weakest indicator is RQ1 RQ2 and RQ3 Based on the composite reliability test of the indicators measuring construction it showes a satisfactory results in the amount of 0731 meaning that the relationship quality constructs can provide relatively similar results if it is measured again by the same subjects

The indicator of Customer value consists of 5 indicators the connection with the commpany (CV1) goodwill (CV2) word of mouth (CV3) affective commitment (CV4) and intent to do business (CV5) The result of outer model is in Table 4

Table 4 Test Results of Validity and Reliability of Customer value Indicator Variables


1 CV1 0 815 9 382 valid

0860 2 CV2 0 752 6 211 valid 3 CV3 0 712 4 022 valid 4 CV4 0 886 7 349 valid 5 CV5 0 837 7 649 valid

Table 4 is the result of convergent validity test 5 indicators of customer value has a

loading factor value more than 05 and the value of statistical Tgt T Table by 196 so that all indicators of customer value can be said to be valid The order of the strongest to the weakest indicator is CV4 CV5 CV1 CV2 and CV3 Based on the composite reliability test of indicators measuring the block construct it shows a satisfactory results in the amount of 0860 meaning that the construct of customer value can provide relatively similar results if it is measured again by the same subjects Inner PLS model results

Inner models describes the relationship among latent variables based on substantive theory The results of the bootstrapping output graphs display the relationship among variables such as customer engagement relationship quality and customer value as shown in Figure 2


Based on calculations in Figure 2 It is known that the direct influence of customer engagement on customer value is equal to 0491 with the indirect influence of 0984 x 0507 = 0499 It means that the indirect influence is higher than the direct Thus the relationship quality variable is the path of the relationship between the customer engagement and customer value Briefly it means that customer engagement can directly improve customer value by trying to increase the relationship quality first

Sources Primary data processed 2014 Figure 1

The relationship Model between the Customer Engagement Relationship quality and Customer value of PT Siba Courier Indonesia

Figure 1 also shows the magnitude of the determination coefficient The coefficient of determination is used to recognize how significant the influence of exogenous variables toward endogenous the higher the value of the coefficient of determination the higher the influence of exogenous variables on endogenous will be R-square value generated from the relationship between customer engagement with the relationship quality is 0969 meaning that the variation of relationship quality which can be explained by customer engagement is 969 while the remaining 31 is obtained from other variables Then R-square value of the relationship model between customer engagement relationship quality and customer value is 0988 it means that the variation of customer value that can be explained by the relationship quality and customer engagement is 988 while the remaining 12 are determined by other variables

Then the hypothesis test is performed by looking at the value of t count if tcount is higher than ttable (alpha 5 = 196) then the alternative hypothesis (H a) is accepted and H 0 is rejected and so that for the opposite Based on the PLS test the results of testing the relationship among variables can be seen in Table 9 and Figure 3

Table 5 Results of Inner Weight

No The relationship among variables Original Sample (O) T Statistics (| O Sterr |) Criteria

1 CE -gt CV 0491 2312 Significant 2 CE -gt RQ 0984 110053 Significant 3 RQ -gt CV 0507 2383 Significant

Sources Primary data processed 2014


1 The first hypothesis the customer engagement significantly influences the relationship quality Based on the PLS calculations result in Table 8 testing the first hypothesis about the

influence of customer engagement on relationship quality it is obtained the value of the estimated coefficient (β) of 0984 with t statistic value of 110053 This result is much higher than t-table value which is only 196 Then it can be concluded that there is a positive significant influence on the customer engagement variable toward the relationship quality Thus the first hypothesis is accepted

2 The second hypothesis the customer engagement significantly influences the customer value Based on the PLS calculations result in Table 9 testing the second hypothesis about the

influence of customer engagement toward customer value it is obtained the value of the estimated coefficient (β) of 0491 with t statistic value of 2312 This result is higher than t-table value which is only 196 So it can be concluded that there is a positive significant influence of the customer engagement variable toward customer value Thus the second hypothesis is accepted

3 The third hypothesis relationship quality significantly influence customer value Based on the PLS calculations result in Table 9 testing the third hypothesis about the

influence of relationship quality on customer value it is obtained the value of the estimated coefficient (β) of 0507 with t statistic value of 2383 This result is higher than t-table value which is only 196 So it can be concluded that there is a positive significant influence of the relationship quality variable on customer value Thus the third hypothesis is accepted Sobel Test Results

Sobel test is conducted by testing the strength of the indirect influence of independent variables (customer engagement) toward dependent variable (customer value) through intervening variable (relationship quality) This test is done by Online Sobel Test Calculator for the Significance of Mediation by entering the regression coefficient and standard error values of the customer engagement variables to the relationship quality and the regression coefficient and standard error values of the relationship quality variable to customer value in which it gets the result as follows

Figure 4

Sobel Test Results Sobel test shown in Figure 4 shows the Sobel test statistic value of 23797 with a one-

side significance value of 0009 because the significance value is lt005 therefore it can be said that the relationship quality is the intervening variable of the correlation of customer engagement and customer value

E DISCUSSION In this study Customer engagement positively influences relationship quality it means

that the better the customer engagement the better the relationship quality between the customer and the company By involving customers such as Inviting them to share about the things to improve the performance of the company or promote cooperation between companies and customers (share) inviting customers to know more about the company (learning) motivating customers to inform others about the companys products or services (advocating) motivating customers to promote products services of the company (socialization) and motivating customers to contribute ideas that might contribute to the improvement of performance and service of the companies (co-developing) then it will be able to create a good quality relationships between the companies and customers


This is in line with the findings by Saks (2006) which states that the employee engagement has been implemented as a means to explore and explain the organizational commitment and behaviors of the members and also applied as a predictor of customer ratings toward the companies Furthermore the finding of the study is also in accordance with the opinion of Salanova et al (2005) that engagement has also been recognized as a way to improve morale cohesion and psychological relationship between the customer and the company or organization

The quality of a good relationship is manifested by the growth of customer trust the presence of customer commitment to always use the companys services and customer satisfaction with the overall service provided by the company

Customer engagement in this study positively contribute to customer value the better the company does customer engagement efforts it will contribute to higher customer value Involving customers such as inviting them to share about the things to improve the performance of the company or promote cooperation between companies and customers (share) inviting customers to know more about the company (learning) motivating the customer to inform others about product and service of companies (advocating) motivating customers to promote products services company (socialization) and motivating customers to contribute ideas to improve the performance and service companies (co-developing) will be able to create high customer value

The studys findings are in line with the study conducted by Li and Dant in Vivek (2011) which concludes that the intensity of customer engagement will be positively related to the value received by customers By the time customers are treated very well and considered as part of the company it will raise the principle of reciprocity in which the customer will give the good attitude as good as what they have received by the company (Bagozzidalam Vivek 2011)

Companies Interaction to customers via initiative engagement strategies will make the reciprocity norm appear to customersrsquo engagement If the company successfully engage customers customers will recognize the benefits received and give return values to indicate behavioral intentions In the return of value received customers will have a good faith and affective commitment to the organization and may be willing to develop a strong relationship with the organization

Moreover in this study relationship quality give positive influence on customer value The better relationship quality the better the customer value will be It means that relationship quality is one of the important factors to increase customer value Relationship quality is needed to drive steer cultivate and maintain customer behavior towards the achievement of better corporate performance

Relationship quality in this study also serves as a mediator of the influence of customer engagement toward customer value Customer value will be stronger with the role of relationship quality in it Starting from involving customers by sharing it will create a good relationship between the company and customers Then One of the good form of relationship is the emergence of self-confidence of the customers toward the the company Based on these good relationships created customers will give a positive assessment to the company by the form of manifesting customer awareness of the companys survival (affective commitment) which in this study seems to show the highest loading value of all indicators of customer value

Empirically findings of this study support the finding by John (2008) that concludes that the success in fostering good relationship with customers is actually a beneficial thing that can bring profit for both parties The relationship created between the company and the customer will make communication better

After feeling satisfied and having created a good relationship then the customers will tell the companyrsquos advantage to others The information spread by the customer can build a good image about the company and it can bring in new clients or customers for the companyBy a good relationship not only company but also customers will get profits and advantages Benefits and advantages gained by customers also vary eg special price given by the company and get extra service for being a loyal customer

F CONCLUSION Based on the analysis and discussion in this study it obtains a general conclusion as

follows


1) Customer engagement have a positive significant influence on relationship quality It means that the better the customer engagement the better the relationship quality will be and the increased sharing programs between companies and customers is a way that can be used to improve customer engagement and gain trust of customers to be better 2) Customer engagement have a positive significant influence on customer value It means that the better the customer engagement the better the customer value will be and the improvement of sharing programs between companies and customers is a way that can be used to improve customer engagement and to establish customer awareness of the companiesrsquo survival company (affective commitment) And 3) Relationship quality have a positive significant influence on customer value it means that the better the relationship quality the better the customer value and establishing trust of the customer is a way to improve the quality of relationships and increase customer awareness of companies survival (affective commitment)

This study has limitations that is the study results can not be generalized beyond the sample of the study because the respondents used is only limited to customers of PT Siba Courier Indonesia representing Semarang and Jakarta city Thus to conduct similar study involving all customers of PT Siba Courier Indonesia spreading in many cities around Indonesia still need to be considered

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Empat Chan S 2003 Relationship Marketing Inovasi Pemasaran yang Membuat Pelanggan Bertekuk

Lutut Jakarta Penerbit PT Gramedia Pustaka Utama Copulsky J R and M J Wolf 1990 Relationship Marketing Positioning for the Future The

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University Press Groumlnroos C 1994 ldquoFrom Marketing Mix to Relationship Marketing Towards a Paradigm Shift in

Marketingrdquo Management Decision Vol 32 No 2 pp 4-20 Hollebeek LD 2009 Demystifying Customer Engagement Toward the Development of a

Conceptual Model AMZNAC 2009 1-9 Imam Ghozali 2006 Structural Equation Modeling Metode Alternatif denganPLS (Kedua ed)

Semarang Diponegoro University Press Kotler Philip amp Keller Kevin Lane 2009 Manajemen Pemasaran Edisi 13 Jilid 2 Jakarta PT

Indeks Kotler Philip 2007 Manajemen Pemasaran Analisis Perencanaan Pengendalian Prentice Hall

Edisi Bahasa Indonesia Jakarta Salemba Empat Kumar V Lerzan A Bas D Rajkumar V Thorsten W dan Sebastian T 2010 Undervalued or

Overvalued Customers Capturing Total Customer engagement Value Journal of Service Research 13(3) 297-310

MacInnis dan Mello Jefrey A 2001 StrategicHuman Resources Management International Edition South Western Publishing Ohio

Mowen John C dan Minor M 2002 Perilaku Konsumen Jilid 1 Edisi Kelima (terjemahan) Jakarta Erlangga

Nammir Darman Sulaiman Sadiq Bayar Mohamed Rasheed Marane Aree Mohammed Ali 2012 Determine the Role of Customer engagement on Relationship Quality and Relationship Performance European Journal of Business and Management wwwiisteorgISSN 2222-1905 (Paper) ISSN 2222-2839 (Online) Vol 4 No11 2012

Peter Paul J and Olson Jerry C 2002Perilaku Konsumen dan StrategiPemasaran Edisi ke Empat (Terjemahan) Jakarta Penerbit Erlangga


Rustono 2010 Faktor-faktor yang Mempengaruhi Implementasi Customer Relationship Mangement (CRM) untuk Meningkatkan Loyalitas PelangganRagamJurnal Pengembangan Humaniora Vol 10 No 3 Desember 2010 153-160

Ryals L and S Knox 2001 ldquoCross-Functional Issue in the Implementation of Relationship Marketing Through Customer relationship Managementrdquo European Management Journal Vol 19 No 5 pp 534-542

Setiadi J Nugroho 2005 Perilaku Konsumen Jakarta Kencana Sugiyono 2008 Metode Penelitian Kuantitatif Kualitatif dan RampD Bandung Alfabeta Tjahyadi RA 2010Membangun Hubungan Jangka Panjang Pelanggan Melalui Relationship

Marketing httpmajourmaranathaeduindexphpjurnal-manajemenarticleview178 Vivek SD 2011 A Scale Of Consumer Engagement Disertasi Department of Management and

Marketing in the Graduate School of The University of Alabama Yahya Y 2008 Pengaruh Customer Relationship Management (CRM) dalam Meningkatkan loyalitas

Pelanggan httpfebudiluhuracidwp-contentuploads201105Pengaruh-Customer-Relationship-Management-Dalam-Meningkatka-Loyalitas-Pelanggan-Yohanes-Yahyapdf

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Published by LPPM Pollteknlk Piksi GaneshO

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THE IMPACT OF DEVIDENDPiksi Canesha

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d u~n~ S~H~ARIA~B~ N~K~S~~~~ S~ ---THE INFLUENCES OF UNIQUE

CAPABILITIES AN D PARTNERSHIP I IHans Ha rfschandra Padjadjaran I STRATEGY 0 N nUSINESS 77 TanurOlharjo University

PERFORMANCE OF MINIMARKET

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Islamic UniverSity 9 MA lrfan Rahmana

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Polytechnic of Ousa Sumarraya Praktisi

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THE ANALYSI SOF SALE S nUDCEr REALIZATiON AS A TOOL FOR SALES PLANNING AND CONTROLING IN PT

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CUSTOMER ENGAGEMENT TOWARDS 9 CU STOMER VALUE

STUDY OF CONSUMER PROTECTION LAW IN THE FINANCIAL SERVICE 10

SECTOR REVI EW IN COME TAX ARTICLE 26

ABOUT ROYALTIES SOFTWARE BY PT ) J DNA ON P3B BETWEEN INDONESIA 1

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I I I l

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37




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Sunandar Ida

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41 Lll kma nulhakim

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41





IV

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53 L-----______ l ______ _ L __ bull ___________ _ bull _ _ ___ _

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ORGA NIZATION






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34



3S Gregorius N

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37




PERSPE CT IVE 38

39

Sunandar Ida

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Harapan Bersama




39





BASED ON TALAS

41 Lll kma nulhakim

AlmamaJik




41





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II

AN IMATION



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In Yu GYAKA RTA















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Piksi Ca nesha


Bandung PAPER LESS

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BANOUNC



86 Afe ndi S5i MSi










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89 Abdul Rahim
















YOGYAKARTA BASED SM









Rahmawari Surabaya






Gustini Band ung I


























HOSPITAL



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x

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SOIO-HUMANIORA









FAMILY MEMBER)



104 PJspitasa ri

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108


TECHNOLOGY




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PERSON S


111 Sri Anik






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114

XI

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POSTERS















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I I

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126 Endang Khoirunn

127 Farida Gust ini

128 Fint Had ia ty


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127

128

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(0)




~ -


Yenny Marlini

34



3S Gregorius N

Masdjojo

Muhammad

I 3fl Taqyudin



















PolytechnIC Bandung


37




PERSPE CT IVE 38

39

Sunandar Ida

Farida Yeni

Pri3tna Sari

Harapan Bersama




39





BASED ON TALAS

41 Lll kma nulhakim

AlmamaJik




41





IV

--- -

- -

--

------- - -----

_ _

--

nn 2014






Khairu lhazlan Min





















8andung








II

AN IMATION



53 L-----______ l ______ _ L __ bull ___________ _ bull _ _ ___ _

v

- - -

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- =_c---_-_ _ _ _ _ _ -___-ceAMF DAKON ---c















VI






















In Yu GYAKA RTA















VII

viii











Piksi Ca nesha


Bandung PAPER LESS

~WI xiv





BANOUNC



86 Afe ndi S5i MSi










BANTUL YOGYAKARTA

I



89 Abdul Rahim
















YOGYAKARTA BASED SM









Rahmawari Surabaya






Gustini Band ung I


























HOSPITAL



---shy

x

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SOIO-HUMANIORA









FAMILY MEMBER)



104 PJspitasa ri

CITY PEOPLE











108


TECHNOLOGY




DEMOCRACY



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114

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LAN GUAG E TEACHING


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xii

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127

128

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I KLATEN


Polytechn ic


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8andung








II

AN IMATION



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VI






















In Yu GYAKA RTA















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126 Endang Khoirunn

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3 RQ3 0785 5318 valid






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Figure 4
















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In Yu GYAKA RTA















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xii

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126 Endang Khoirunn

127 Farida Gust ini

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12 6

127

128

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B LITERATURE REVIEW







C RESEARCH METHOD



Table 1




Sharing (CE1)

Likert Scale 1-5




3



Data Analysis







1 CE 1 0919 9438 valid







Table 3



1 RQ1 0822 4959 valid 0731 2 RQ2 0812 5508 valid

3 RQ3 0785 5318 valid






1 CV1 0 815 9 382 valid























Figure 4
















follows



























- -

(0)

























In Yu GYAKA RTA















VII

viii











Piksi Ca nesha


Bandung PAPER LESS

~WI xiv





BANOUNC



86 Afe ndi S5i MSi










BANTUL YOGYAKARTA

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89 Abdul Rahim
















YOGYAKARTA BASED SM









Rahmawari Surabaya






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HOSPITAL



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104 PJspitasa ri

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108


TECHNOLOGY




DEMOCRACY



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111 Sri Anik






CONSTIT UTIONAL



114

XI

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LAN GUAG E TEACHING


Madiun




Wacana Metro DESA


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- -

POSTERS















xii

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I I

-------shy

126 Endang Khoirunn

127 Farida Gust ini

128 Fint Had ia ty


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Ban dung






Agricul tu ral Univ

- _shy

12 6

127

128

- - j 129 I






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Polytech n ic





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135



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Ardian Adhiatma















B LITERATURE REVIEW







C RESEARCH METHOD



Table 1




Sharing (CE1)

Likert Scale 1-5




3



Data Analysis







1 CE 1 0919 9438 valid







Table 3



1 RQ1 0822 4959 valid 0731 2 RQ2 0812 5508 valid

3 RQ3 0785 5318 valid






1 CV1 0 815 9 382 valid























Figure 4
















follows



























- -

(0)




viii











Piksi Ca nesha


Bandung PAPER LESS

~WI xiv





BANOUNC



86 Afe ndi S5i MSi










BANTUL YOGYAKARTA

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89 Abdul Rahim
















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104 PJspitasa ri

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108


TECHNOLOGY




DEMOCRACY



PERSON S


111 Sri Anik






CONSTIT UTIONAL



114

XI

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LAN GUAG E TEACHING


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Wacana Metro DESA


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- -

POSTERS















xii

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-- - -- ----- --- --

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I I

-------shy

126 Endang Khoirunn

127 Farida Gust ini

128 Fint Had ia ty


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Agricul tu ral Univ

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127

128

- - j 129 I






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135



xiii





Ardian Adhiatma















B LITERATURE REVIEW







C RESEARCH METHOD



Table 1




Sharing (CE1)

Likert Scale 1-5




3



Data Analysis







1 CE 1 0919 9438 valid







Table 3



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3 RQ3 0785 5318 valid






1 CV1 0 815 9 382 valid























Figure 4
















follows



























- -

(0)














Piksi Ca nesha


Bandung PAPER LESS

~WI xiv





BANOUNC



86 Afe ndi S5i MSi










BANTUL YOGYAKARTA

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89 Abdul Rahim
















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104 PJspitasa ri

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108


TECHNOLOGY




DEMOCRACY



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111 Sri Anik






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114

XI

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- -

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xii

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-------shy

126 Endang Khoirunn

127 Farida Gust ini

128 Fint Had ia ty


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12 6

127

128

- - j 129 I






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Polytech n ic





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135



xiii





Ardian Adhiatma















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C RESEARCH METHOD



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Sharing (CE1)

Likert Scale 1-5




3



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Table 3



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3 RQ3 0785 5318 valid






1 CV1 0 815 9 382 valid























Figure 4
















follows



























- -

(0)








BANOUNC



86 Afe ndi S5i MSi










BANTUL YOGYAKARTA

I



89 Abdul Rahim
















YOGYAKARTA BASED SM









Rahmawari Surabaya






Gustini Band ung I


























HOSPITAL



---shy

x

-

SOIO-HUMANIORA









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104 PJspitasa ri

CITY PEOPLE











108


TECHNOLOGY




DEMOCRACY



PERSON S


111 Sri Anik






CONSTIT UTIONAL



114

XI

--

-- ------ -

- - --




LAN GUAG E TEACHING


Madiun




Wacana Metro DESA


-






- -

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xii

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126 Endang Khoirunn

127 Farida Gust ini

128 Fint Had ia ty


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12 6

127

128

- - j 129 I






I KLATEN


Polytechn ic


Polytech n ic





- _ I

I134

135



xiii





Ardian Adhiatma















B LITERATURE REVIEW







C RESEARCH METHOD



Table 1




Sharing (CE1)

Likert Scale 1-5




3



Data Analysis







1 CE 1 0919 9438 valid







Table 3



1 RQ1 0822 4959 valid 0731 2 RQ2 0812 5508 valid

3 RQ3 0785 5318 valid






1 CV1 0 815 9 382 valid























Figure 4
















follows



























- -

(0)







Rahmawari Surabaya






Gustini Band ung I


























HOSPITAL



---shy

x

-

SOIO-HUMANIORA









FAMILY MEMBER)



104 PJspitasa ri

CITY PEOPLE











108


TECHNOLOGY




DEMOCRACY



PERSON S


111 Sri Anik






CONSTIT UTIONAL



114

XI

--

-- ------ -

- - --




LAN GUAG E TEACHING


Madiun




Wacana Metro DESA


-






- -

POSTERS















xii

--------

-- - -- ----- --- --

- ----

I I

-------shy

126 Endang Khoirunn

127 Farida Gust ini

128 Fint Had ia ty


I Abdullah












Ban dung






Agricul tu ral Univ

- _shy

12 6

127

128

- - j 129 I






I KLATEN


Polytechn ic


Polytech n ic





- _ I

I134

135



xiii





Ardian Adhiatma















B LITERATURE REVIEW







C RESEARCH METHOD



Table 1




Sharing (CE1)

Likert Scale 1-5




3



Data Analysis







1 CE 1 0919 9438 valid







Table 3



1 RQ1 0822 4959 valid 0731 2 RQ2 0812 5508 valid

3 RQ3 0785 5318 valid






1 CV1 0 815 9 382 valid























Figure 4
















follows



























- -

(0)




-

SOIO-HUMANIORA









FAMILY MEMBER)



104 PJspitasa ri

CITY PEOPLE











108


TECHNOLOGY




DEMOCRACY



PERSON S


111 Sri Anik






CONSTIT UTIONAL



114

XI

--

-- ------ -

- - --




LAN GUAG E TEACHING


Madiun




Wacana Metro DESA


-






- -

POSTERS















xii

--------

-- - -- ----- --- --

- ----

I I

-------shy

126 Endang Khoirunn

127 Farida Gust ini

128 Fint Had ia ty


I Abdullah












Ban dung






Agricul tu ral Univ

- _shy

12 6

127

128

- - j 129 I






I KLATEN


Polytechn ic


Polytech n ic





- _ I

I134

135



xiii





Ardian Adhiatma















B LITERATURE REVIEW







C RESEARCH METHOD



Table 1




Sharing (CE1)

Likert Scale 1-5




3



Data Analysis







1 CE 1 0919 9438 valid







Table 3



1 RQ1 0822 4959 valid 0731 2 RQ2 0812 5508 valid

3 RQ3 0785 5318 valid






1 CV1 0 815 9 382 valid























Figure 4
















follows



























- -

(0)




--

-- ------ -

- - --




LAN GUAG E TEACHING


Madiun




Wacana Metro DESA


-






- -

POSTERS















xii

--------

-- - -- ----- --- --

- ----

I I

-------shy

126 Endang Khoirunn

127 Farida Gust ini

128 Fint Had ia ty


I Abdullah












Ban dung






Agricul tu ral Univ

- _shy

12 6

127

128

- - j 129 I






I KLATEN


Polytechn ic


Polytech n ic





- _ I

I134

135



xiii





Ardian Adhiatma















B LITERATURE REVIEW







C RESEARCH METHOD



Table 1




Sharing (CE1)

Likert Scale 1-5




3



Data Analysis







1 CE 1 0919 9438 valid







Table 3



1 RQ1 0822 4959 valid 0731 2 RQ2 0812 5508 valid

3 RQ3 0785 5318 valid






1 CV1 0 815 9 382 valid























Figure 4
















follows



























- -

(0)




--------

-- - -- ----- --- --

- ----

I I

-------shy

126 Endang Khoirunn

127 Farida Gust ini

128 Fint Had ia ty


I Abdullah












Ban dung






Agricul tu ral Univ

- _shy

12 6

127

128

- - j 129 I






I KLATEN


Polytechn ic


Polytech n ic





- _ I

I134

135



xiii





Ardian Adhiatma















B LITERATURE REVIEW







C RESEARCH METHOD



Table 1




Sharing (CE1)

Likert Scale 1-5




3



Data Analysis







1 CE 1 0919 9438 valid







Table 3



1 RQ1 0822 4959 valid 0731 2 RQ2 0812 5508 valid

3 RQ3 0785 5318 valid






1 CV1 0 815 9 382 valid























Figure 4
















follows



























- -

(0)






Ardian Adhiatma















B LITERATURE REVIEW







C RESEARCH METHOD



Table 1




Sharing (CE1)

Likert Scale 1-5




3



Data Analysis







1 CE 1 0919 9438 valid







Table 3



1 RQ1 0822 4959 valid 0731 2 RQ2 0812 5508 valid

3 RQ3 0785 5318 valid






1 CV1 0 815 9 382 valid























Figure 4
















follows



























- -

(0)














B LITERATURE REVIEW







C RESEARCH METHOD



Table 1




Sharing (CE1)

Likert Scale 1-5




3



Data Analysis







1 CE 1 0919 9438 valid







Table 3



1 RQ1 0822 4959 valid 0731 2 RQ2 0812 5508 valid

3 RQ3 0785 5318 valid






1 CV1 0 815 9 382 valid























Figure 4
















follows



























- -

(0)







Sharing (CE1)

Likert Scale 1-5




3



Data Analysis







1 CE 1 0919 9438 valid







Table 3



1 RQ1 0822 4959 valid 0731 2 RQ2 0812 5508 valid

3 RQ3 0785 5318 valid






1 CV1 0 815 9 382 valid























Figure 4
















follows



























- -

(0)







Table 3



1 RQ1 0822 4959 valid 0731 2 RQ2 0812 5508 valid

3 RQ3 0785 5318 valid






1 CV1 0 815 9 382 valid























Figure 4
















follows



























- -

(0)






















Figure 4
















follows



























- -

(0)















follows



























- -

(0)






























- -

(0)




BOARDS OF C01MITTEE

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