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This study aims to obtain a structural relationship model between customer loyalty, customer satisfaction, switching barriers and hedonic value in Telkom Jakarta. The variables in this study were the exogenous variables consisting of switching barriers and hedonic values, the mediator variable was customer satisfaction and the endogenous variable was customer loyalty. As a hypothesis in this study is a theoretical model of the effect of switching barriers, hedonic value on customer loyalty with customer satisfaction mediator match (fit) with empirical data on Indihome customers in Jakarta. The research subjects were 400 Indihome customers in Jakarta. The data collection technique was carried out using the customer loyalty scale from Bobalca, et al., The customer satisfaction scale from Grigoroudis and Siskos, the switching barrier scale from Jones, et al., The hedonic value scale constructed by the author. The data analysis technique was carried out using SEM (Structural Equation Model) which processing was carried out using the Lisrel (Linear Structural Relationship) program. The results showed that the effect of switching barriers, hedonic value on customer loyalty with customer satisfaction mediator matched (fit) with empirical data, with NFI value 0.91, NNFI 0.90, CFI 0.92.

To find women's representation of passenger satisfaction for the special woman carriage train service traveling the routes of Bogor to Jakarta, researcher performed a descriptive quantitative research with a population of rail passengers. Data taken from 80 respondents using incidental sampling technique is analyzed using the SERVQUAL model. Research results show that overall passenger satisfaction levels of service specific car is at the level of discontent. This can be seen from the gap between perceptions and negative expectations. Dimensions of service quality perceived by passengers are not satisfied that the dimensions of connection, reliability, response and physical evidence. However there are several dimensions of service quality perceived by passengers quite happy. Dimensions are empathy, facilities, security and comfort. This research concludes that there is a perception gap between the expectations of the ministry with a value of -1.101. Therefore, it is recommended to train the managers to improve service for passengers, especially the dimensions of felt unsatisfactory by passengers.

Background: In the field of moral psychology, researchers have strived to understand the complex dynamics of corruption psychology. This study contributes to this area by presenting a theoretical model for sequential behavior, placing counterfeit behavior (CB) as a predictor and corruption tendencies (proneness to moral emotions, ie, guilt and shame/GASP) as the criterion. In addition, two bridging variables are assigned, ie, inauthenticity/counterfeit self (CS) and moral disengagement (MD). Methods: The research applied a correlational-predictive design and mediation analysis. Study 1 involved 978 participants of Indonesian nationality (380 males, 598 females; M age = 23.64 years old, SD age = 4.35 years), and found that GASP was predicted by MD, and MD was predicted by CS. Study 2, which applied a between-subject design, showed that CS was predicted by four kinds of everyday counterfeit behavior (backstabbing, fake listening, plagiarism, and religious hypocrisy). Results:The hypotheses of Study 1 and Study 2 were confirmed by the data analysis. By integrating both studies, this study advocates the view of moral consistency through variable configuration (ie moral emotions, self and behavior authenticity, moral engagement) that composes corruption tendencies -which to the best of the author's knowledge, has not been proposed in other studies. Conclusion:The novelty contained in the variable network is that counterfeiting, which is present in our daily life and considered to be ordinary and inevitable in the 4.0 Industry era, has a critical disrupting implication towards a person's morality.

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