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"ABSTRAKTesis ini membahas mengenai pengaruh moderasi variabel demografi terhadaphubungan orientasi pemasaran relasional dengan loyalitas pelanggan. Dalampenelitian ini digunakan construct orientasi pemasaran relasional sebagai suatubangunan multi dimensional yang terdiri atas 5 komponen perilaku yakni :Kepercayaan, Komitmen, Komunikasi, Keterikatan dan Kepuasan. Penelitiandilakukan di tahun 2012 dengan jumlah responden sebanyak 100 orang.Responden adalah para pelanggan dari CV. XYZ sebuah perusahaan jasa yangmenjadi agen penjualan mesin-mesin produksi untuk industri makanan terutamauntuk produk biskuit, usaha lain dari CV XYZ adalah pembuatan sparepartsmesin. Hasil penelitian menunjukkan bahwa variabel demografi jenis kelaminmemberikan efek moderasi terhadap hubungan orientasi pemasaran relasionaldengan loyalitas pelanggan. Terdapat pengaruh interaksi pada variabel kepuasandan loyalitas pelanggan. Sedangkan variabel pendidikan memberikan pengaruhmoderasi main effect pada variabel kepuasan dan loyalitas pelanggan. Hasilpenelitian bisa digunakan sebagai acuan perusahaan dalam mengambil strategipemasaran relasional dan juga sebagai acuan untuk penelitian selanjutnya.

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ABSTRACTThis thesis discusses moderating impact of demographic variables (gender andeducation) on marketing relationship orientation with customer loyalty. In thisresearch, relationship market ing orientation used construct as a multidimensionalstructure consisting of five components namely behavior: Trust,Commitment, Communication, Bonding and Satisfaction. The study aims to testmoderating impact of demographic variables (gender and education) on marketingrelationship orientation with customer loyalty. Research conducted in 2012 withthe number of respondents were 100 people. Respondents were customers of CV.XYZ which is a service company as a sales agent of production processmachineries for the food industry, especially for biscuit products, others businessof CV XYZ is manufacturing of spare parts machines. The results showed that thedemographic variables - gender has moderating effect on relationship marketingorientation with customer loyalty. There was an interaction effects on customersatisfaction and loyalty variable. While the education variable providingmoderation main effect on customer satisfaction and loyalty variable. The resultscan be used as a reference for company to evaluate relationship marketing strategyas well as a reference for future studies"

"[Tujuan dari penelitian ini adalah untuk menentukan efek langsung dan tidak langsung (dimediasi melalui perceived value) relational benefits terhadap customer loyalty. Empathyphotheses digunakan dari dukungan literatur sebelumnya. Jumlah responden yangdigunakan dalam penelitian ini adalah 140 responden yang usia 17 tahun dan di atas yangtinggal di daerah Jakarta. Data dikumpulkan melalui convinience sampling dan purposivesampling . Metode yang digunakan dalam penelitian ini adalah Structural Equation Modeling( SEM ) . Semua hyphotheses didukung dan signifikan. Dalam hal ini, relational benefitsmemang memiliki efek positif pada perceived value. Relational benefits juga positifmempengaruhi customer loyalty dan memiliki efek tidak langsung terhadap customer loyaltymelalui perceived value. Terakhir, perceived value positif mempengaruhi customer loyalty., The purpose of this study is to determine the direct and indirect effect (mediated throughperceived value) of relational benefits to customer loyalty. Four hyphotheses were used fromliterature support. Total respondents were used in this study were 140 respondents who are 17yeard of age and above who are living in Jakarta area. The data was collected throughconvinience sampling and purposive sampling. The method used in this research is StructuralEquation Modeling (SEM). All hyphotheses were supported and significant. In this case,relational benefits does have positive effect on perceived value. Relational benefits alsopositively influence customer loyalty and has an indirect effect on customer loyalty viaperceived value. Lastly, perceived value positively influences customer loyalty.]"

"Dalam logika jasa, partisipasi pelanggan menjadi dalil utama dalam proses penghantaran jasa. Tetapi, tidak terdapat banyak penjelasan, bagaimana pelanggan bereaksi terhadap penawaran fasilitas partisipasi dari provider. Sejalan dengan hal ini, penelitian ini memiliki dua tujuan, tujuan pertama adalah untuk menyelidiki peranan implicit self theory entity dan incremental dalam mempengaruhi akibat dari fasilitas partisipasi provider terhadap kualitas relasional, dalam proses penghantaran jasa. Tujuan kedua adalah untuk menguji secara simultan peranan kualitas relasional sebagai mediasi antara fasilitas partisipasi provider dan loyalitas, dengan mempertimbangkan implicit self theory. Dalam pengujian untuk tujuan pertama, digunakan desain percobaan Studi 1, sedangkan untuk tujuan kedua digunakan structural equation model Studi 2.Hasil penelitian menunjukkan bahwa implicit self theory memiliki peranan penting dalam mempengaruhi kinerja partisipasi pelanggan. Dimana individu pendukung incremental theory memiliki kinerja partisipasi yang lebih baik dibandingkan individu pendukung entity theory, individu dengan incremental dapat memicu kualitas relasional yang lebih kuat. Hasil lainnya menunjukkan bahwa dalam situasi partisipasi rendah, individu pendukung entity theory dapat memicu kualitas relasional yang lebih baik.Hasil penelitian ini mengkonfirmasi peranan implicit self theory dalam menjelaskan variasi konsekuensi dari fasilitas partisipasi provider.

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In service logic, customer participation becomes the central tenet in service delivery process. However, there are not much explanation, how the customer react to the provider rsquo s participation facility offering. Congruence with this issue, the research have two objectives, the first objective is to investigate the role of implicit self theories as an entity and as an incremental in influencing the consequences of provider rsquo s participation facilitytoward relationship rsquo s quality in a service delivering process. The second objective is to simultaneously examine the role of relationship quality as a mediating between provider rsquo s participation facility and loyalty, in its considerations to the implicit self theories. In examining our first objective, we applied an experiment design Study 1 , while the second one we used structural equation model Study 2.

The result shows that implicit self theories contribute an important role in influencing the customer rsquo s participation performance. While incremental theorist tends to have stronger participation performance than entity theorist,it can lead to stronger relationship quality. Another result shows that in the low degree participation facility, entity theorist lead to create greater relationship quality. These findings confirmed the role of implicit self theories in explaining the variety consequences of provider rsquo s participation facility."

"Penelitian ini bertujuan untuk melihat bagaimana tanggapan pelanggan terhadap pelayanan prima yang telah dijalankan LBC selama Januari-Oktober 2011, bagaimana ekuitas pelanggan, bagaimana loyalitas pelanggan, bagaimana pengaruh pelayanan prima terhadap terbentuknya ekuitas pelanggan, serta adakah pengaruh loyalitas pelanggan terhadap hubungan antara pelayanan prima dengan ekuitas pelanggan. Penelitian ini menggunakan pendekatan kuantitatif dengan desain penelitian survey. Teknik penarikan sampel yang digunakan ialah systematic random sampling.Hasil penelitian menunjukkan bahwa: (a) tanggapan pelanggan terhadap pelayanan prima yang dilaksanakan LBC Surabaya cukup baik, (b) pelanggan memiliki loyalitas dan ekuitas yang cukup tinggi terhadap LBC Surabaya, (c) terdapat pengaruh yang cukup kuat dari pelayanan prima yang dilaksanakan LBC terhadap terbentuknya ekuitas pelanggan, (d) terdapat pengaruh loyalitas pelanggan terhadap hubungan antara pelayanan prima dengan ekuitas pelanggan. Hasil penelitian juga menyarankan agar LBC Surabaya lebih cepat dalam memberikan pelayanan terhadap pelanggan, mengadakan program komunitas bagi pelanggan secara berkala, serta lebih intensif dalam memberikan informasi kepada pelanggan.

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The aim of the research was to see how the customers response of service excellence program that has been run by LBC from January to October 2011, how the customer equity, how the customer loyalty, how service excellence influence the customer equity, and whether customer loyalty has an impact on the relationship between service excellence with customer equity. The research used a quantitative approach with the design of research survey. Sampling technique used in this research was systematic random sampling.

The results showed that: (1) customers response of service excellence that has been run by LBC since 2011 was good enough, (2) customers had fairly high loyalty and high equity against LBC Surabaya, (3) there was a fairly strong influence of service excellence to customer equity, (4) there was an influence of customer loyalty to the relationship between service excellence and customer equity. The research suggests that LBC should provide a faster service to customers, hold a community program for customers in a periodical manner, and give information more intensively to customers."

"Komunitas merek mengalami perkembangan, yang kemudian melahirkan komunitas merek online, dicirikan dengan penggunaan internet sebagai platformnya. Perkembangan ini tidak hanya bermanfaat bagi konsumen, tetapi juga bagi siapa saja yang aktif di pasar, salah satunya adalah meningkatnya loyalitas pelanggan. Tak hanya itu, keterlibatan pelanggan juga merupakan diskusi utama dalam komunitas merek online yang menggambarkan pengalaman interaktif konsumen, memiliki sifat iteratif yang dapat bertindak sebagai penyebab antecedent maupun akibat consequence. Oleh karena itu, penelitian ini bertujuan untuk membuktikan pengaruh komunitas merek online terhadap keterlibatan pelanggan, pengaruh keterlibatan pelanggan terhadap loyalitas merek, serta pengaruh mediasi loyalitas komunitas dalam pengaruh keterlibatan pelanggan terhadap loyalitas merek pada komunitas Mi Fans Indonesia. Penelitian dilakukan menggunakan pendekatan kuantitatif dengan mengaplikasikan SEM melalui AMOS. Hasilnya adalah komunitas merek online terbukti secara positif mempengaruhi keterlibatan pelanggan, keterlibatan pelanggan terbukti secara positif mempengaruhi loyalitas merek, dan adanya peran mediasi loyalitas komunitas dalam pengaruh keterlibatan pelanggan terhadap loyalitas merek pada komunitas Mi Fans Indonesia.

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Brand community is experiencing growth, which then develops into online brand community, characterized by the use of the Internet as its platform. This development is not only beneficial for consumers, but also for anyone who is active in the market, one of which is increasing customer loyalty. More than that, customer engagement is also a major discussion in the online brand community that describes the interactive experience of the consumer, that has iterative nature act as an antecedent or consequence. Therefore, this study aims to prove the influence of the online brand community on customer engagement, the influence of customer engagement on brand loyalty, and the role of community loyalty as mediation in the influence of customer engagement on brand loyalty in Mi Fans Indonesia community. This thesis is conducted using quantitative analysis by applying SEM through AMOS. The result is online brand community is proved to affect customer engagement positively, customer engagement is proved to affect brand loyalty positively, and there is mediation role of community loyalty in the influence of customer engagement on brand loyalty in Mi Fans Indonesia community."

"Kemajuan teknologi yang begitu pesat mengubah cara individu melakukan aktivitas sehari-hari termasuk bagaimana kita melakukan transaksi. Maka, tidak heran jika saat ini orang-orang melakukan pembayaran menggunakan dompet digital. Namun, dengan semua potensi manfaat yang dapat diperoleh, ada juga risiko yang harus dihadapi terutama pada masalah privasi yang terkait saat menggunakan dompet digital. Penelitian ini bertujuan untuk menguji hubungan antara trade-off pengungkapan data pribadi dengan manfaat dan resiko yang dirasakan dan dampaknya kepada kepercayaan dan loyalitas pengguna dalam layanan E-Wallet. Penilitian ini dibuat berdasarkan kombinasi Privacy Calculus Theory dan Relational Mediator Meta-Analytic Framework untuk menggambarkan pengaruh trade-off pengungkapan data pribadi terhadap kepercayaan dan loyalitas. Sebanyak 914 responden diperoleh melalui metode purposive dan convenience sampling, kemudian dianalisis menggunakan PLS-SEM. Temuan penelitian memvalidasi bahwa manfaat yang dirasakan (perceived credibility, information interest, perceived control, perceived ease of use) memiliki hubungan positif dengan perceived value, sedangkan cost yang dirasakan (privacy concern, perceived vulnerability) memiliki hubungan negatif dengan nilai yang dirasakan. Selain itu, hasil penelitian menunjukkan bahwa perceived value memiliki dampak positif terhadap kepercayaan dan loyalitas pengguna serta variable kepercayaan memiliki peran mediasi antara perceived value dan loyalitas.

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The rapid advancement of technology changes the way individuals conduct activities on a daily basis including how we do transactions. It should come as no surprise that people nowadays mainly pays using digital wallets. In presence of all the potential benefits gained, there are also risks especially on privacy issues associated when using digital wallets. This study aims to examine the relationship between personal data disclosure’s trade-off with perceived benefits and cost as an antecedent, trust, and attitude loyalty in E-Wallet services. This research is build based on the combination of the Privacy Calculus Theory and the Relational Mediator Meta-Analytic Framework to describe the effect of personal data disclosure’s trade-off to trust and loyalty. A total of 914 respondents were obtained through purposive and convenience sampling method, then analysed using the PLS- SEM. The research findings validate that perceived benefits (perceived credibility, information interest, perceived control, perceived ease of use) have a positive relationship with perceived value, whereas perceived cost (privacy concern, perceived vulnerability) have a negative relationship with perceived value. The result further confirmed that perceived value positively influence trust and attitude loyalty as well as trust is a mediating role between the relationship of perceived value and attitude loyalty."

"Penelitian ini memaparkan bagaimana atribut-atribut customer value pada jasa layanan purna jual dalam membentuk loyalitas pelanggan. Peneliti menggunakan pendekatan penelitian kualitalif pada penelitian ini, dengan jenis penelitian deskriptif untuk mempelajari suatu fenomena yang sedang berlangsung, dimana didalamnya juga terdapat opini dan persepsi mengenai fenomena tersebut. Hasil penelitian diperoleh bahwa proses pembentukan loyalitas pelanggan melalui atribut-atribut customer value pada jasa layanan purna jual adalah dimulai ketika pelanggan menggunakan jasa Iayanan purna jual tersebut. Atribut-atribut nilai seperti atribut fungsional dan emosional yang diciptakan oleh jasa layanan purna jual membentuk value yang kemudian membuat pelanggan puas. Sementara harga bukanlah suatu masalah meski berbeda jauh dengan penetapan harga yang ditawarkan kompetitornya, dengan membandingkan kualitas dan pelayanan yang mereka terima.

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This research exposes how the attributes of customer value on the after-sales service can establish customer loyalty. This research uses a qualitative research method with a descriptive type of research, because the researcher want to learn about the process ofthe phenomenons, where there are also opinions and perceptions about these phenomenas. The results of this research show that customers will always looking for the benefit of the value of services they use. The customers consider that attributes of the value such as iimctional and emotional attributes, which is created by the after sales services, membentuk value that make them satisfied. For customers the price attribute is not a big problem event it has a big differ with the competitor w long as the quality of the services is satisfied."

"Penelitian ini membahas mengenai pengaruh customer engagement melalui instagram terhadap customer loyalty pelanggan Somethinc. Terdapat variabel trust, commitment, dan customer value creation diantara hubungan keduanya. Pengumpulan data dilakukan melalui survei kepada 199 responden yang berdomisili di Indonesia, berusia diatas 18 tahun, mengikuti akun instagram Somethinc, dan pernah membeli produk Somethinc lebih dari satu kali. Metode penyebaran kuesioner dilakukan secara online menggunakan Google Form dan analisis data menggunakan Partial Least Square-Structural Equation Modelling (PLS-SEM) dengan software SMARTPLS 4. Hasil penelitian ini menunjukkan bahwa customer engagement berpengaruh secara positif dan signifikan terhadap trust, commitment dan customer value creation. Kemudian, trust berpengaruh secara positf dan signifikan terhadap commitment dan customer loyalty. Selanjutnya, commitment berpengaruh secara positif dan signifikan terhadap customer loyalty. Kemudian, customer value creation berpengaruh secara positif dan signifikan terhadap commitment dan customer loyalty

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This research discusses the influence of customer engagement through instagram on Somethinc customers' customer loyalty. There are variables of trust, commitment, and customer value creation between the two relationships. Data collection was conducted through a survey of 199 respondents who live in Indonesia, are over 18 years old, follow Somethinc's instagram account, and have purchased Somethinc products more than once. The questionnaire distribution method was carried out online using Google Form and data analysis using Partial Least Square-Structural Equation Modeling (PLS-SEM) with SMARTPLS 4 software. The results of this study indicate that customer engagement has a positive and significant effect on trust, commitment, and customer value creation. Then, trust has a positive and significant effect on commitment and customer loyalty. Furthermore, commitment has a positive and significant effect on customer loyalty. Then, customer value creation has a positive and significant effect on commitment and customer loyalty."

"Loyalitas pelanggan telah diterima luas sebagai faktor kunci dalam keberhasilan jangka panjang suatu organisasi jasa. Sebagai organisasi yang memiliki misi melayani pendidikan tinggi bagi masyarakat, perguruan tinggi hendaknya melakukan manajemen terhadap loyalitas mahasiswa sebagai pelanggan primernya.Dalam tulisan ini, penulis menggunakan dan mengembangkan kembali model loyalitas mahasiswa "The Relationship Duality-based Student Loyalty Model" (Model RQSL) yang diperkenalkan oleh Hennig-Thurau, Langer dan Hansen (2001) dengan mengkombinasikan khazanah pengetahuan (body of knowledge) dari pemasaran relasional dalam konteks industri jasa dengan hasil-hasil studi dalam ilmu pendidikan. Model RQSL dikembangkan untuk menguji hipotesis bahwa loyalitas mahasiswa ditentukan oleh dimensi-dimensi kualitas relasional. Model juga memasukkan integrasi mahasiswa ke dalam sistem perguruan tinggi dan komitmen eksternal sebagai faktor turunan (second-order ,factors). Dalam penelitian ini, model RQSL dikembangkan dalam konteks pendidikan tinggi di Indonesia.Penulis menguji model ini dengan menggunakan confirmatory factor analysis dan multiple linear regression dari data-data yang didapatkan dari survei yang dilakukan kepada 305 responden mahasiswa pascasarjana dari beberapa fakultas di Universitas Indonesia, secara quota sampling.Dari semua variabel yang diuji, hasil studi menunjukkan bahwa komitmen emosional kepada institusi, kualitas layanan kurikuler, dan kualitas layanan non kurikuler merupakan faktor yang signifikan dalam mempengaruhi loyalitas mahasiswa untuk berpartisipasi dan merekomendasikan institusi perguruan tinggi beserta produk dan layanannya."

"Increased globalization and greater market transparency are making the issue of retaining customers more and more important in today's business environment Recent management trends are leading companies to focus their efforts on customer relationship management in order to achieve long-term business success. Customer Relationship Management is both an old and a new concept in the healthcare industry. Recent, change to this industry are driving company to move from product centric to customer-centric businesses. Many company need to develop new capability to sustain competitive advantage, which include formulating unique, direct relationship with the customer. By intergrating all business operation aspect, firm translated into strategy. Because today, customer are very important factor in companies management with their power to change their short and long term policies and strategies.Market forces are pushing the healthcare industry such as Pediasure milk formula to change business processes, reduce administration cost and work efficiently in the accurate way. The CRM strategy is aimed to help healthcare organization to understand the needs and habits of its member and provide better services to them in a more time efficient manner. Through maintain the customer database company have, they can effectively integrating the operational, marketing, sales and.other function, and with the help from the CRM system to make it easier for everyone inside the organization to work together and share the information. Customer database or information is the first step and foundation for any customer relationship management activity.A case study with qualitative approach was employed to examine the issues in recent marketing strategy. There is a number of reason to study this issues, (1) Customer data or information are the foundation for implementing CRM. (2) Marketing strategy are constructed from the variety of customer database the company had, in order to fit in with the customer needs, wants and requirement. (3) The process implementing CRM strategy to gain customer loyalty is difference form one to another. This study is focuses on the process CRM strategy to resist customer loyalty through customer database as marketing strategy. Based on those approaches, emphasis is put on how to maintain the customer database, structuring marketing strategy and process CRM to gain customer loyalty.Based on the result of the study, it may be concluded that, (I) The process from strategy CRM into customer loyalty connected all factors , lost only one will lead to failure. As an outline, process consist from customer data turning into knowledge and will match it with marketing strategy implemented. (2) Customer database is a factor that lead to successful of implementing CRM Through data processing firm will get knowledge about their target and segmenting customer to optirnalized their strategy and resources they have. (3) Transformation from customer database into smart action could be valued for competitive advantage, in this case marketing strategy structured from customer database.Based on the above conclusion, the following recommendation might be taken into consideration: (1) Integration between factors perhaps represent the best way to maximize resources they have but as firm to consider to prevent from over lapping factor that occurred, firm needs accuracy in technology and technique.But for consideration success not only lead only by technology, it rather by mind set lead it. (2) Although customer database customer are the foundation for CRM implementation, but only qualified data are needed to avoid data that will blured, infocused for firm or company to identified their customer. (3) Transformation data into marketing strategy flow inline with the first goal firm implemented these strategy."