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"Penelitian ini bertujuan untuk Untuk mengetahui bagaimana proses pembentukan loyalitas terhadap merek melalui kepuasan terhadap layanan Bank, disamping itu penelitian ini juga bertujuan untuk mengetahui kecenderungan jenis loyalitas terhadap merek yang dibentuk oleh kepuasan terhadap layanan Bank. Penelitian ini dilakukan dengan menggunakan metode kualitatif dan studi kasus di Bank bjb dengan menggunakan kerangka pemikiran tingkatan piramida loyalitas dan kepuasan terhadap atribut produk, pelayanan dan pembelian suatu Bank. Temuan pertama: Pembentukan Loyalitas terhadap merek dibentuk oleh personal selling dalam menciptakan komitmen terhadap merek Bank, sementara faktor yang mempengaruhi nasabah terhadap kepuasan adalah Tingkat suku bunga, biaya administrasi yang rendah, persyaratan yang mudah dan Hadiah langsung. Dari segi pelayanan pelayanan yang personal, cepat, ramah, akurat, fasilitas pendukung menjadi pertimbangan sementara dari segi pembelian atau pemilihan Bank maka kredibilitas, rekomendasi dan suku bunga menjadi faktor utama. Temuan Kedua: Loyalitas terhadap merek yang timbul adalah pada tingkatan 'liking the product' dan 'commited buyer'. Penelitian ini dapat menjadi acuan bagi pemasar aga lebih mengembangkan personal selling dalam menciptakan komitmen, untuk lebih lanjut dapat dilakukan untuk mendalami Personal Selling dalam membentuk loyalitas dan pembentukan komitmen nasabah khususnya bagi Industri Jasa Bank.

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This reaserch purpose is to knowing how a loyalty process through Bank services satisfaction and to knowing the level of its loyalty that has been formed by satiscaftion to Bank services. Using Qualitative method, case study and using pyramid of loyalty level and also satisfaction to product, services and buying attributes. First finding : Loyalty forming process to Brand is formed by Personal Selling in building a comitment, meanwhile satisfaction formed by Interest, low administration fee, easy term and condition and free gift. From services, personal services with quick, emphaty, accurate and facilities becoming a consideration meanwhile through buying attributes, credibility, recomendation becoming the main factor. Second findings: The level of loyalty is on liking the brand and commited buyer and those loyalties is formed by personal selling. This research could be a basis for other marketers to develop personal selling to form a commitement and loyalty. The next research could be more widening in Personal Seeling to form loyalty and to form a commitment especially for Banking Industry customer."

"Media sosial sebagai bagian dari internet, telah membawa banyak perubahan kepada komunitas sosial Indonesia, termasuk komunitas bisnis Indonesia. Tujuan penelitian ini adalah untuk menganalisis pengaruh komunitas merek berbasis media sosial terhadap brand community markers, value creation practices, kepercayaan merek, dan loyalitas merek. Populasi penelitian ini adalah follower Twitter PT. Bank Negara Indonesia yakni @BNI46 dengan metode pengumpulan data adalah kuesioner. Skala pengukuran penelitian ini menggunakan skala Likert 1-6 dengan jumlah responden 200 orang dan diolah menggunakan metode Structural Equation Model (SEM). Hasil penelitian menunjukkan komunitas merek yang berbasis media sosial memiliki pengaruh positif dan signifikan terhadap elemen brand community markers yaitu shared consciousness, shared rituals and traditions, dan obligations to society. Obligation to society anggota komunitas memiliki pengaruh positif dan signifikan terhadap social networking. Shared consciousness anggota komunitas memiliki pengaruh positif dan signifikan terhadap community engagement. Shared rituals and traditions, dan obligations to society memiliki pengaruh positif dan signifikan terhadap impression management dan brand use. Social networking dan community engagement memiliki pengaruh positif dan signifikan terhadap kepercayaan merek dan kepercayaan merek memiliki pengaruh positif dan signifikan terhadap loyalitas merek.

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Social media as part of the Internet,has brought many changes to the social community of Indonesia, including the Indonesian business community. The purpose of this study was to determine the effects of social media based brand communities brand on brand community markers, value creation practices, brand trust, and brand loyalty. The population was Twitter follower PT.Bank Negara Indonesia, namely @ BNI46 and the method of data collection was a questionnaire. This research measurement scale using Likert 1-6 scale with the number of respondents 200 people and processed using Structural Equation Model (SEM).

The results showed that community based social media brand has a positive and significant impact on the elements of the brand community markers are shared consciousness, shared rituals and traditions, and obligations to society. Obligation to society has a significant positive influence on the social networking. Shared consciousness of community members have a positive and significant effect on community engagement. Shared rituals and traditions, and obligations to society has a positive and significant impact on impression management and brand use. Social networking and community engagement has a positive and significant impact on brand trust and brand trust has a positive and significant impact on brand loyalty ."

"Penelitian ini membahas pembentukan loyalitas pengguna sistem layanan mobile banking melalui dukungan kualitas layanan mobile banking dalam menciptakan kepuasan penggunanya. Sistem mobile banking yang dapat digunakan secara efisien, andal, aman, tanggap selama melakukan transaksi online di bank dapat menghasilkan kepuasan dan loyalitas pengguna.Tujuan penelitian ini untuk menguji pengaruh kualitas layanan terhadap loyalitas melalui kepuasan menggunakan sistem mobile banking. Pengumpulan data dilakukan dengan menyebarkan kuesioner kepada pengguna mobile banking di Jakarta. Data diolah menggunakan teknik the Structural Equation Modelling untuk pengujian hipotesis penelitian. Sebelum dilakukan pengujian the Structural Equation Modelling, terlebih dahulu dilakukan pengujian goodness of fit. Hasil penelitian menunjukkan terdapat pengaruh efisiensi, keandalan, keamanan (privasi), dan ketanggapan (komunikasi) terhadap kepuasan dan loyalitas. Sekanjutnya kepuasan menempatkan pengaruh positif langsung terhadap loyalitas. Saran untuk penelitian mendatang, penelitian selanjutnya harus memasukan variabel brand reputation dan compliant-based-service yang masih jarang diteliti oleh untuk mengukur loyalitas bank.

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This study describes building the loyalty of mobile banking users through supporting service quality to create users satisfaction. Mobile banking system that gives efficiency, reliable, secured and responsive in make online transaction at bank can be produced users satisfaction and loyalty.

Purpose of study is to examine the impact of service quality on loyalty through satisfaction of mobile banking users in Jakarta. Datagathering is performed using questionnaire that distributed to mobile banking users in Jakarta. Further data is processed using the Structural Equation Modelling to testing the research hyphotesis. Before is performed testing with the Structural Equation Modelling, it is formed testing to goodness of fit previously. This study founds that efficiency, reliability, security and privacy, responnsiveness and communication have direct and positive impact on satisfaction and loyalty. Further, satisfaction has direct and positive impact on loyalty of mobile banking users.

As recommendation for next research, next study must include bank reputation and compliant-based-service as the variable yang that rarely studied to testing bank loyalty."

"Kajian ini bertujuan untuk menganalisis pengaruh Brand Experience terhadap Brand Loyalty Melalui Brand Satisfaction dan Brand Trust studi pada Maskapai Penerbangan Lion Air Indonesia. Penelitian ini menggunakan pendekatan kuantitatif, dengan penyebaran 100 kuesioner dengan metode non-probability sampling dan teknik purposive sampling kepada penumpang Lion Air yang dalam satu tahun terakhir menggunakan maskapai penerbangan Lion Air Indonesia minimal 3 kali. Pengolahan data menggunakan SPSS 22.0 dan SEM-PLS. Hasil Penelitian menunjukan bahwa brand experience memiliki pengaruh positif yang signifikan terhadap brand loyalty melalui brand satisfaction dan brand trust, brand experience memiliki pengaruh positif terhadap brand loyalty, brand experience memiliki pengaruh positif yang signifikan terhadap brand satisfaction, brand experience memiliki pengaruh positif yang signifikan terhadap brand trust, brand satisfaction tidak memiliki pengaruh yang signifikan terhadap brand loyalty dan brand trust memiliki pengaruh positif yang signifikan terhadap brand loyalty. Untuk penelitian selanjutnya, hasil kajian merekomendasikan untuk menambah variabel lainnya yang juga mempengaruhi brand loyalty seperti brand love dan brand personality.

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This study is aimed to analyze the influence of Brand Experience toward Brand Loyalty through Brand Satisfaction and Brand Trust in the study of Lion Air Indonesia Airline. This study uses quantitative approach, with 100 questionnaires distributed by non-probability sampling methods and purposive sampling technique to service users that have used Lion Air Indonesia Airline minimum 3 times in one last year. The descriptive analysis data process is using SPSS 22.0 and data analysis is using SEM-PLS. The study aims to shows that brand experience has a significant positive influence toward brand experience through brand satisfaction and brand trust, brand experience has a significant positive influence toward brand loyalty, brand experience has a significant positive influence on brand trust, brand satisfaction has no significant influence on brand loyalty, and brand trust has a significant positive influence on brand loyalty. The study suggests that further research is expected to examine other variables that influence brand loyalty as brand love and brand personality"

"Skripsi ini membahas tiga permaslaahan yaitu mengenai: Apakah Surat Keputusan Pengangkatan Dewan Perwakilan Rakyat Daerah dapat dikatakan sebagai jaminan? Bagaimana ketentuan dan prosedur dari pelaksanaan pemberian kredit Dewan Perwakilan Rakyat pada Bank BJB Kantor Wilayah II? Bagaimana bank BJB Kantor Wilayah II mengatasi dan menyelesaikan kredit macet akibat debitor wanprestasi? Berdasarkan metode penelitian kepustakaan, wawancara dan studi kasus di bank BJB Kantor Wilayah II, penulisan skripsi ini bertujuan memberikan deskripsi kontruksi hukum SK Pengangkatan DPRD sebagai agunan di Bank.Kesimpulan:1) SK Pengangkatan Dewan Perwakilan Rakyat Daerah tidak termasuk sebagai jaminan gadai karena tidak memilki nilai (tidak dapat dijual) dan nilai yuridis (tidak dapat di pindah tangankan)2) Pengikatan kredit DPRD bukanlah SK Pengangkatan DPRD melaikan gaji DPRD yangbersangkutanlah yang menjadi jaminan pokok dalam proses kredit tersebut.3) Bank BJB dalam menyalurkan kredit DPRD sampai saat ini tidak pernah mengalami macet, namun bank memiliki tindakan preventif untuk menghadapi kemungkinan adanya kredit macet yaitu dengan wajibkan debitor mengansuransikan kreditnya, jika terdapat kredit bermasalah maka bank akan menyelesaikan kredit macat tersebut merujuk Surat Edaran Bank Indonesia No.14/26/DKBU tanggal 9 sepetember 2012 Perihal Pedoman Kebijakan dan Prosedur Perkreditan bagi Bank Perkreditan Rakyat.

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This script will discuss three problems: Coulddecree of appointment of the Regional Parliament referred as a collateral? What are the terms and procedureof credit application for Regional Parliament at Bank BJB Regional Office II? How Bank BJBRegional Office II overcome and solve thenon performing loan caused by breach of contract? Based on literature research method, interview and case studyat Bank BJB Regional Office II, the purpose of this script is togive the law construction description of the usage of decree of appointment of the Regional Parliament as a bank collateral.Conclusions:1) decree of appointment of the Regional Parliament is not accepted as a bank collateralbecause it has no selling value (can not be sold) and no juridical value (the ownership can not be transferred)2) The credit binding factor for Regional Parliament is not the appointment decree,but it?s the Regional Parliament?s salary that become the main collateralon the loan process.3) Bank BJB, in terms of providing loan for Regional Parliament, has never found any bad credit, however, bank has preventive actsto overcome bad credit possibilities,by requiring the debtor to put their loan under an insurance, if there is any bad credit, then bank will solve the problem by referring toBank Indonesia regulation No.14/26/DKBU 9 Sepetember 2012 regardingThe Guidelines for Policy and Procedure of credit for Rural Banks."

"Skripsi ini membahas mengenai pengaruh kualitas pelayanan yang dirasakan pelanggan hotel Sofyan saat proses service encounter terhadap kepuasan dan loyalitas pelanggan, serta citra merek yang terbentuk di benak pelanggan. Kualitas pelayanan terdiri dari dimensi wujud nyata, keandalan, ketanggapan, jaminan dan kepastian, dan empati. Untuk menjaga relevansi penelitian terhadap kasus yang diamati, peneliti menambahkan dimensi Islamic value factors pada variabel laten kualitas pelayanan. Sejumlah 200 responden tamu pada unit Hotel Sofyan Betawi dan Sofyan Inn Tebet yang minimal pernah menginap 1 malam. Pengolahan data menggunakan Structural Equation Modeling dengan program LISREL 8.5.Hasil penelitian menunjukkan bahwa kualitas pelayanan mempengaruhi kepuasan pelanggan dan loyalitas pelanggan secara langsung. Pengaruh kualitas pelayanan sangat lemah terhadap citra merek, namun berpengaruh kuat secara tidak langsung melalui kepuasan pelanggan. Maka dari itu, penting untuk membangun citra merek sebagai unique value proposition di tengah persaingan industri perhotelan yang didominasi hotel konvensional.

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This research investigates the effect of service quality on customer satisfaction, customer loyalty and brand image of Hotel Sofyan as a Sharia Compliant Hotel. Service quality consists of dimensions: tangible, reliability, responsiveness, assurance and empathy. In order to keep the relevancy of the research, researcher adding up Islamic Value Factors as a dimension of service quality. The 200 respondents are guests at Hotel Sofyan Betawi and Sofyan Inn Tebet. Structural Equation Modeling with LISREL 8.5 has been used to process the data.The results show that hotel service quality affect directly to customer satisfaction and customer loyalty. Direct effect of service quality to brand image is relatively weak, however the indirect effect indicating a strong effect mediated by customer satisfaction. Therefore, building brand image of Sharia Compliant Hotel as an unique value proposition have greater importance to deal with the hotel and accomodation industry competition that dominated by conventional hotel-base."

"Penelitian ini ditujukan untuk mengidentifikasi hubungan antara kualitas layanan dengan kepuasan nasabah, dan kesetiaan nasabah layanan cash management bank UOB Indonesia. Pengambilan sampel dilakukan terhadap nasabah perusahaan yang menggunakan layanan cash management. Kuesioner disusun untuk penelitian ini berdasarkan model Servqual yang mengidentifikasi pengaruh lima dimensi (tangibility, assurance responsibility, reliability, dan empathy) pada lingkungan bank terhadap kepuasan nasabah. Penelitian pendahuluan dilakukan untuk melakukan verifikasi kuesioner alat ukur yang telah disusun sebelumnya kepada nasabah melalui indepth interview.Perbaikan dan perubahan kuesioner dilakukan berdasarkan temuan dan masukan dari nasabah-nasabah tersebut.Hasil penelitian ini menunjukan bawah semua dimensi SERVQUAL memiliki pengaruh positif terhadap kepuasan nasabah..Reliability memiliki pengaruh paling besar dikuti oleh tangible, responsiveness, assurance dan empathy. Kepuasan nasabah juga didapatkan memiliki pengaruh positif terhadap kesetiaan nasabah.Penelitian ini juga menyarankan kedepannya agar dapat dilakukan penelitian yang sama yakni pengaruh kualitas layanan terhadap kepuasan dan kesetiaan nasabah atas masing-masing segmen nasabah yang mendapatkan layanan cash management secara terpisah.

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The goal of this research is to identify interrelationship between service quality, customer satisfaction and customer loyalty in cash management service of Bank UOB Indonesia. Sampling was conducted to corporate customer of cash management service customer.

The questionnaire developed for this research was based on Servqual model that identified the influence of five dimensions (tangibility, assurance responsibility, reliability, and empathy) in banking environments on customer satisfaction. Prelimenary research was conducted to verify the questioannaire to customer through indepth interview. Revision and update of questionnaire was done based on the finding and customer inputs.

The research results indicate that all SERVQUAL dimensions have a positive influence to customer satisfaction. Reliability has the biggest influence to customer satisfaction followed by tangible, responsiveness, assurance and empathy. Customer satisfaction also found out has positive influence to customer loyalty.

This research also suggest for future research to conduct separate research on service quality influence to customer satisfaction and customer loyalty to every customer segement that served."

"Kargo udara menjadi satu-satunya bisnis yang bertahan di masa pandemi Covid-19 bagi perusahaan penerbangan khususnya Garuda Indonesia. Sebagian besar perusahaan penerbangan membuat strategi baru terkait bisnis kargo mereka dengan membentuk preighter atau mengubah pesawat mereka sepenuhnya menjadi pesawat kargo yang semakin meningkatkan persaingan antar maskapai di Indonesia. Garuda Indonesia, sebagai penguasa pasar kargo di Indonesia, baik domestik maupun internasional, perlu mempertahankan bisnisnya agar tidak tergantikan oleh maskapai lain. Sebagai perusahaan yang bergerak di bidang jasa pengiriman barang dari pelabuhan ke pelabuhan, peningkatan kualitas pelayanan merupakan aspek penting untuk meningkatkan keunggulan bersaing dan citra merek merupakan faktor pendukung dalam penjualan, sehingga penelitian ini bertujuan untuk melihat pengaruh pelayanan. kualitas dan citra merek terhadap loyalitas pelanggan secara langsung dan tidak langsung dengan mediasi kepuasan pelanggan. Penelitian ini dianalisis dengan menggunakan metode SEM-PLS dan IPMA untuk melihat hubungan antar variabel. Hal ini berkontribusi pada perilaku pelanggan baik manajerial maupun teoritis melalui penelitian data empiris berdasarkan survei yang didistribusikan ke 118 perusahaan ekspedisi di wilayah Jabodetabek, yang bekerja sama dengan Garuda Indonesia Cargo. Melalui penelitian ini ditemukan bahwa perlu adanya peningkatan pelayanan berupa transaksi pembayaran yang aman dan promosi produk yang dapat meningkatkan loyalitas pelanggan.

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Air cargo is the only business that survived during the pandemic of Covid-19 for airline company especially Garuda Indonesia. Most of the airline companies made a new strategy related to their cargo business by forming preighters or converting their planes completely into cargo planes which further increased the competition between airlines in Indonesia. Garuda Indonesia, as the dominator of the cargo market in Indonesia, both domestically and internationally, needs to maintain its business so that it is not replaced by other airlines. As a company engaged in the service sector of delivering goods from port-to-port, improving service quality is an important aspect to increase competitive advantage and brand image is a supporting factor in sales, so this research is aimed to see the effect of service quality and brand image on customer loyalty directly and indirectly with the mediation of customer satisfaction. This study was analysed by using SEM-PLS and IPMA methods to see the relationship between the variables. It contributes to both managerial and theoretical customer behaviour through empirical data research based on surveys distributed to 118 freight forwarders in the Jabodetabek region, who cooperate with Garuda Indonesia Cargo. Through this research, it was found that there is a need for service improvement in the form of safe payment transactions and promotional products that can increase customer loyalty."

"In the current age of globalization, technology and information are one of the most rapidly developing aspects of world life. Technological advances to facilitate customers and companies in many fields, one of which is the banking sector. Some banking transactions that can be done via the internet or online are fund transfers, payment of electricity/water bills and e-commerce, investment and top-up of credit/data packages, etc. Digital banking transactions in Indonesia grew 158% in the last 5 years from January 2018 to April 2023. One of them can be seen in the growth of BNI Mobile Banking users in February 2023 reaching 14.03 million users. This number jumped 25% (YoY) when compared to the same period the previous year of 11.22 million users. E-Service Quality in its interaction with services is the degree to which a service effectively and efficiently facilitates the shopping, purchasing and delivery processes of products and services. The utilitarian dimension in the study includes security/privacy and practicality (which includes usability and ease of use). The hedonistic dimension is more subjective and personalized than the utilitarian dimension and is more related to fun and enjoyment than task completion. This dimension reflects the potential pleasure and emotional value of shopping for and using products. This research uses the PLS-SEM approach. Based on the results of the analysis, this study reveals that there are variables that can optimally improve service quality and customer loyalty for BNI mobile banking in Indonesia.

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In the current age of globalization, technology and information are one of the most rapidly developing aspects of world life. Technological advances to facilitate customers and companies in many fields, one of which is the banking sector. Some banking transactions that can be done via the internet or online are fund transfers, payment of electricity/water bills and e-commerce, investment and top-up of credit/data packages, etc.  Digital banking transactions in Indonesia grew 158% in the last 5 years from January 2018 to April 2023. One of them can be seen in the growth of BNI Mobile Banking users in February 2023 reaching 14.03 million users. This number jumped 25% (YoY) when compared to the same period the previous year of 11.22 million users. E-Service Quality in its interaction with services is the degree to which a service effectively and efficiently facilitates the shopping, purchasing and delivery processes of products and services. The utilitarian dimension in the study includes security/privacy and practicality (which includes usability and ease of use). The hedonistic dimension is more subjective and personalized than the utilitarian dimension and is more related to fun and enjoyment than task completion. This dimension reflects the potential pleasure and emotional value of shopping for and using products. This research uses the PLS-SEM approach. Based on the results of the analysis, this study reveals that there are variables that can optimally improve service quality and customer loyalty for BNI mobile banking in Indonesia."

"Penelitian ini bertujuan untuk menganalisis pengaruh antara kualitas layanan dan pemulihan layanan terhadap loyalitas dan komplain pada Mahasiswa Fakultas Ekonomi Universitas Indonesia sebagai nasabah Bank Central Asia. Nasabah merupakan asset penting suatu bank. Oleh sebab itu bank perlu menjaga kualitas layanan agar nasabah merasa puas dan menjadi loyal terhadap bank tersebut. Penelitian ini menggunakan analisa statistik SPSS dan EViews untuk mengetahui pengaruh antar satu variabel dengan varibel lainnya. Hasil dari penelitian ini adalah bahwa kualitas layanan berpengaruh positif terhadap loyalitas dan komplain nasabah, tetapi variabel pemulihan layanan tidak selalu berpengaruh signifikan positif atau negatif terhadap loyalitas bergantung pada tingkat kepuasan nasabah.

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This study aims to analyze the influence of service quality and service recovery on loyalty and complaints of the students of the faculty of economics of University of Indonesia as customers of Bank Central Asia. Customers are an important asset of a bank. Therefore banks need to maintain the quality of service that customers are satisfied and become loyal to the bank. This study uses statistical analysis SPSS and EViews for influence between two variables. Results from this study is that service quality has a positive effect on loyalty and customer complaints, but variable recovery service is not always a positive significant or negative significant effect on loyalty depends on the level of customer satisfaction."