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"ABSTRAKTingkat persaingan perbankan di Indonesia dalam meningkatkan service deliveryterlihat sangat ketat, setiap bank berupaya untuk menjadi nomor satu dalammemberikan layanan prima (service excellence) kepada nasabahnya. Disisi lainsaat ini nasabah semakin canggih (sophisticated) dan sangat menuntut(demanding), sehingga mereka tidak hanya mencari harga yang kompetitif danlayanan yang baik saja, namun mereka menginginkan experience yangmengesankan ketika berinteraksi dengan produk maupun layanan yang diberikan.Hal ini menyebabkan bank harus berpikir ulang mengenai dirinya agar dapatberkompetisi secara efektif dan mendiferensiasi dirinya di pasar denganmengetahui bagaimana nasabah mereka mengalami layanan yang mereka berikan.Disamping itu bank harus dapat memahami faktor-faktor yang mempengaruhicustomer experience dalam ber-bank (bank customer experience), komitmen sertaloyalitas mereka terhadap bank yang digunakan. Penelitian ini merujuk padakonseptual model customer experience dibangun oleh Vehoef et al (2009), modelini terdiri dari beberapa elemen yang membentuk customer experience, yaitusocial environment, service interface, atmosphere, price, brand, electronicchannel dan past experience. Penelitian dilakukan terhadap nasabah empat bankbesar di Jabodetabek dimana dalam 1 bulan terakhir melakukan interaksi/transaksiperbankan baik melalui walk-in channel atau e-channel, dari hasil penelitian inididapat bahwa faktor service quality menjadi faktor yang berkorelasi paling kuat,baik terhadap customer experience satisfaction maupun customer emotionsatisfaction, namun demikian tidak hanya service quality saja yang berkorelasiterhadap customer experience, terdapat faktor-faktor lain yang juga berkorelasiyaitu brand, bank atmosphere, environment influence dan e-channel serta pastexperience. Penelitian ini memberikan hasil bahwa customer experience memilikipengaruh kepada customer experience satisfaction demikian halnya dengancustomer emotion satisfaction. Dalam kaitannya dengan customer loyalty,keduanya memiliki pengaruh yang tidak jauh berbeda, hal ini menunjukkan bahwacustomer emotion satisfaction juga menjadi hal yang penting untuk diperhatikandalam menciptakan customer loyalty.

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ABSTRACTBanking competition in improving service delivery in Indonesia looks very tight,each bank strives to be number one in providing excellent service (serviceexcellence) to its customers. On the other hand, currently customers become moresophisticated and demanding, so they are not just looking for the competitiveprice and good service, but they want a memorable experience when interactingwith the product or services provided. This led the bank to think again aboutthemselves in order to compete effectively and differentiate themselves in themarketplace by knowing how their customers experience to the service that theyprovide. In addition, the bank must be able to understand the factors that affect thecustomer experience when interacting with the bank (the bank customerexperience), their commitment and loyalty to the bank.This study refers to the conceptual model of customer experience from Vehoef etal (2009), the model is composed of several elements of the customer experience,the social environment, service interface, atmosphere, price, brand, electronicchannel and past experience. Research conducted on the four major bankcustomers in Greater Jakarta, where in the last one month interaction / transactionwith the bank either through walk-in channels or e-channel, the results of thisstudy found that the factor of service quality is the most strongly correlated toboth the customer experience satisfaction and customer emotion satisfaction,however, not only the service quality are correlated to the customer experience,there are other factors that also correlate i.e. the brand, the bank atmosphere,environment influence and e-channel as well as past experience. This studyprovides results that the customer experience has impact on customer experiencesatisfaction and customer emotion satisfaction. In terms of customer loyalty, bothcustomer experience satisfaction and customer emotion satisfaction have theeffect is not much different, it indicates that customer satisfaction emotion also beimportant to consider in creating customer loyalty"

"[ABSTRAKTingkat persaingan perbankan di Indonesia dalam meningkatkan service deliveryterlihat sangat ketat, setiap bank berupaya untuk menjadi nomor satu dalammemberikan layanan prima (service excellence) kepada nasabahnya. Disisi lainsaat ini nasabah semakin canggih (sophisticated) dan sangat menuntut(demanding), sehingga mereka tidak hanya mencari harga yang kompetitif danlayanan yang baik saja, namun mereka menginginkan experience yangmengesankan ketika berinteraksi dengan produk maupun layanan yang diberikan.Hal ini menyebabkan bank harus berpikir ulang mengenai dirinya agar dapatberkompetisi secara efektif dan mendiferensiasi dirinya di pasar denganmengetahui bagaimana nasabah mereka mengalami layanan yang mereka berikan.Disamping itu bank harus dapat memahami faktor-faktor yang mempengaruhicustomer experience dalam ber-bank (bank customer experience), komitmen sertaloyalitas mereka terhadap bank yang digunakan. Penelitian ini merujuk padakonseptual model customer experience dibangun oleh Vehoef et al (2009), modelini terdiri dari beberapa elemen yang membentuk customer experience, yaitusocial environment, service interface, atmosphere, price, brand, electronicchannel dan past experience. Penelitian dilakukan terhadap nasabah empat bankbesar di Jabodetabek dimana dalam 1 bulan terakhir melakukan interaksi/transaksiperbankan baik melalui walk-in channel atau e-channel, dari hasil penelitian inididapat bahwa faktor service quality menjadi faktor yang berkorelasi paling kuat,baik terhadap customer experience satisfaction maupun customer emotionsatisfaction, namun demikian tidak hanya service quality saja yang berkorelasiterhadap customer experience, terdapat faktor-faktor lain yang juga berkorelasiyaitu brand, bank atmosphere, environment influence dan e-channel serta pastexperience. Penelitian ini memberikan hasil bahwa customer experience memilikipengaruh kepada customer experience satisfaction demikian halnya dengancustomer emotion satisfaction. Dalam kaitannya dengan customer loyalty,keduanya memiliki pengaruh yang tidak jauh berbeda, hal ini menunjukkan bahwacustomer emotion satisfaction juga menjadi hal yang penting untuk diperhatikandalam menciptakan customer loyalty.

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ABSTRACTBanking competition in improving service delivery in Indonesia looks very tight,each bank strives to be number one in providing excellent service (serviceexcellence) to its customers. On the other hand, currently customers become moresophisticated and demanding, so they are not just looking for the competitiveprice and good service, but they want a memorable experience when interactingwith the product or services provided. This led the bank to think again aboutthemselves in order to compete effectively and differentiate themselves in themarketplace by knowing how their customers experience to the service that theyprovide. In addition, the bank must be able to understand the factors that affect thecustomer experience when interacting with the bank (the bank customerexperience), their commitment and loyalty to the bank.This study refers to the conceptual model of customer experience from Vehoef etal (2009), the model is composed of several elements of the customer experience,the social environment, service interface, atmosphere, price, brand, electronicchannel and past experience. Research conducted on the four major bankcustomers in Greater Jakarta, where in the last one month interaction / transactionwith the bank either through walk-in channels or e-channel, the results of thisstudy found that the factor of service quality is the most strongly correlated toboth the customer experience satisfaction and customer emotion satisfaction,however, not only the service quality are correlated to the customer experience,there are other factors that also correlate i.e. the brand, the bank atmosphere,environment influence and e-channel as well as past experience. This studyprovides results that the customer experience has impact on customer experiencesatisfaction and customer emotion satisfaction. In terms of customer loyalty, bothcustomer experience satisfaction and customer emotion satisfaction have theeffect is not much different, it indicates that customer satisfaction emotion also beimportant to consider in creating customer loyalty., Banking competition in improving service delivery in Indonesia looks very tight,each bank strives to be number one in providing excellent service (serviceexcellence) to its customers. On the other hand, currently customers become moresophisticated and demanding, so they are not just looking for the competitiveprice and good service, but they want a memorable experience when interactingwith the product or services provided. This led the bank to think again aboutthemselves in order to compete effectively and differentiate themselves in themarketplace by knowing how their customers experience to the service that theyprovide. In addition, the bank must be able to understand the factors that affect thecustomer experience when interacting with the bank (the bank customerexperience), their commitment and loyalty to the bank.This study refers to the conceptual model of customer experience from Vehoef etal (2009), the model is composed of several elements of the customer experience,the social environment, service interface, atmosphere, price, brand, electronicchannel and past experience. Research conducted on the four major bankcustomers in Greater Jakarta, where in the last one month interaction / transactionwith the bank either through walk-in channels or e-channel, the results of thisstudy found that the factor of service quality is the most strongly correlated toboth the customer experience satisfaction and customer emotion satisfaction,however, not only the service quality are correlated to the customer experience,there are other factors that also correlate i.e. the brand, the bank atmosphere,environment influence and e-channel as well as past experience. This studyprovides results that the customer experience has impact on customer experiencesatisfaction and customer emotion satisfaction. In terms of customer loyalty, bothcustomer experience satisfaction and customer emotion satisfaction have theeffect is not much different, it indicates that customer satisfaction emotion also beimportant to consider in creating customer loyalty.]"

"Tantangan untuk memperoleh kepuasan dan loyalitas pelanggan semakin besar di persaingan yang semakin kompetitif saat ini. Terutama pada sektor perbankan yang menawarkan produk yang relatif sama seperti sektor perbankan. Studi sebelumnya telah membuktikan bahwa inovasi layanan merupakan kebutuhan yang tidak dapat dihindari untuk kelangsungan hidup perusahaan dan sangat penting untuk mempengaruhi kepuasan dan loyalitas pelanggan dalam industri perbankan. Di sisi lain, model konseptual yang matang mengenai faktor yang mepengaruhi kepuasan dan loyalitas pelanggan sudah lebih dulu ditemukan dengan mempertimbangkan service quality sebagai antecedent. Penelitian ini bertujuan untuk mengembangkan dan memvalidasi model konseptual baru dari kepuasan dan loyalitas pelanggan di industri perbankan Indonesia dengan inovasi layanan dan konsep kualitas layanan sebagai anteseden, dengan juga dimensi kualitas layanan yang digunakan. Untuk memvalidasi model konseptual yang diusulkan, survei online dilakukan dan data dari 274 pelanggan bank ritel sampel di Indonesia digunakan. Analisis data menggunakan Structural Equation Modeling (SEM). Hasil SEM menunjukkan bahwa inovasi layanan berpengaruh positif terhadap kualitas layanan, kepuasan, dan loyalitas pelanggan, sedangkan service quality berpengaruh positif pada kepuasan pelanggan, namun tidak berpengaruh terhadap loyalitas pelanggan. Kemudian, kepuasan pelanggan berpengaruh positif terhadap loyalitas pelanggan. Studi ini memperkaya studi yang ada yang berfokus pada kepuasan dan loyalitas pelanggan dalam perbankan terutama dalam konteks negara berkembang.

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Customer satisfaction and loyalty are more challenging to obtain in today increasingly competitive market including banking sector which offered relatively similar product. Earlier study has proven that service innovation is an inevitable necessity for firm's survival and is critical to influence the customer satisfaction and loyalty in banking industry. On the other hand, a well-developed conceptual model of satisfaction and loyalty in service industry has been established, considering service quality as the antecedent. This study is aimed to develop and validate a new conceptual model of customer satisfaction and loyalty in Indonesia banking industry with service innovation and service quality concept as the antecedent, with also employed service quality dimensions. In order to validate the proposed conceptual model, online survey was conducted and data from 274 sampled customers of retail bank in Indonesia was used. The data analysis employed Structural Equation Modeling (SEM). SEM results show that service innovation has positive effect to service quality, customer satisfaction and loyalty while service quality has positive impact on customer satisfaction, and customer satisfaction has positive impact on customer loyalty. However, the effect of service quality to customer loyalty was not supported. This study enriches existing study which focus on customer satisfaction and loyalty in banking especially in emerging country context. Moreover, this study provides additional knowledge with incorporating service innovation and service quality as antecedent of customer satisfaction and loyalty in banking industry."

"Seabank merupakan salah satu digital bank yang merupakan perusahaan raksasa teknologi asal Singapura yaitu Sea Group, berhasil melakukan masuk ke dalam pasar perbankan di Indonesia. Semakin meningkatnya pertumbuhan Bank Digital di Indonesia akan mengancam loyalitas nasabah Seabank sendiri karena maraknya permasalahan customer switching dan multiple account dibidang perbankan. Tujuan dari penelitian ini adalah untuk menganalisis pengaruh Pengaruh Customer Experience, Customer Satisfaction, dan Word of Mouth terhadap Customer Loyalty dengan Consumer Demographics sebagai Variabel Moderasi pada Nasabah Seabank di DKI Jakarta. Penelitian ini dilakukan dengan menyebarkan kuesioner menggunakan Google Form kepada 100 nasabah Seabank di DKI Jakarta dengan usia minimal 18 tahun dan telah melakukan transaksi melalui aplikasi Seabank minimal 2 kali dalam 6 bulan terakhir. Penelitian ini menggunakan analisis deskriptif, analisis regresi liniear dengan uji t dan f serta moderated regression analysis melalui software SPSS. Hasil penelitian ini menunjukkan bahwa customer experience, customer satisfaction, dan word of mouth secara parsial memiliki pengaruh signifikan terhadap customer loyalty pada nasabah Seabank di DKI Jakarta. Akan tetapi, variabel moderasi yaitu consumer demographics yang terdiri dari jenis kelamin, usia, dan pendapatan, tidak memiliki memiliki pengaruh sehingga tidak memoderasi pengaruh antara variabel customer experience, customer satisfaction, dan word of mouth terhadap customer loyalty. Sedangkan pendidikan memoderasi pengaruh customer satisfaction terhadap customer loyalty.

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Seabank is a digital bank from Singapura which has succeeded in entering the banking market in Indonesia. The increasing growth of Digital Banks in Indonesia will threaten the loyalty of Seabank's own customers due to the increasing problems of customer switching and multiple accounts in the banking sector. The purpose of this research is to analyze the influence of Customer Experience, Customer Satisfaction, and Word of Mouth on Customer Loyalty with Consumer Demographics as a Moderating Variable on Seabank Customers in DKI Jakarta. This research was conducted by distributing questionnaires using Google Form to 100 Seabank customers in DKI Jakarta who were at least 18 years old and had made transactions via the Seabank application at least twice in the last 6 months. This research uses descriptive analysis, linear regression analysis with t and f tests and moderated regression analysis using SPSS software. The results of this research show that customer experience, customer satisfaction, and word of mouth partially have a significant influence on customer loyalty of Seabank customers in DKI Jakarta. However, the moderating variable, namely consumer demographics which consists of gender, age and income, has no influence so it does not moderate the influence of the customer experience, customer satisfaction and word of mouth variables on customer loyalty. Meanwhile, education moderates the influence of customer satisfaction on customer loyalty."

"Aplikasi Asuransi Digital muncul sebagai aplikasi yang berinteraksi dengan pelanggan perusahaan yang signifikan, berpotensi meningkatkan efisiensi layanan pelanggan sekaligus mengurangi biaya. Penelitian ini menerapkan kualitas layanan & kualitas layanan pemulihan dengan aplikasi asuransi digital untuk mengetahui pengalaman, kepuasan, dan loyalitas pelanggan terhadap aplikasi asuransi digital. Penelitian ini menggunakan variable efficiency, fulfilment, security, availability and compensation, responsiveness, contact sebagai kosntruk dari e-service quality dan e-recovery service quality yang kemudian diteliti pengaruhnya terhadap Customer Experience dan Customer Satisfaction.untuk mendorong Customer Loyalty. Analisis PLS-SEM dilakukan pada data yang diperoleh melalui kuesioner online yang disebar melalui jejaring sosial serta ikatan individu. Sebanyak 261 pengguna aplikasi asuransi digital menjadi responden dengan syarat bahwa mereka memiliki polis asuransi aktif dan telah menggunakan aplikasi asuransi digital untuk melakukan transaksi selama minimal 6 bulan terakhir. Hasil analisis menunjukkan bahwa faktor kualitas layanan dan kualitas layanan pemulihan berpengaruh positif terhadap pengalaman dan kepuasan pelanggan, yang pada gilirannya memengaruhi loyalitas pelanggan. Temuan ini membuka wawasan baru tentang bagaimana loyalitas pelanggan terbentuk dalam industri asuransi.

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Digital Insurance Application is emerging as a significant corporate customer-facing application, potentially increasin customer service efficiency while reducing costs. This study applies service quality & recovery service quality with digital insurance applications to determine customer experience, satisfaction, and loyalty to digital insurance applications. This study uses the variables efficiency, fulfillment, security, availability and compensation, responsiveness, contact as constructs of e-service quality and e-recovery service quality which are then examined for their effect on customer experience and customer satisfaction to encourage customer loyalty. An analysis using PLS- SEM was performed on informasi obtained from online questionnaires distributed through social networks and personal connections. The study included 261 customers of a digital insurance application World Health Organization met specific criteria: having an active insurance policy and conducting transactions on the digital insurance platform for at least 6 months. The analysis results revealed that service quality and service recovery significantly influence customer experience and satisfaction, ultimately leading to a positive impact on customer loyalty. These findings provide valuable new insights into customer loyalty within the insurance industry."

"Tujuan dari penelitian ini adalah untuk menganalisis pengaruh customer experience terhadap customer loyalty melalui customer satisfaction pada pelanggan Genki Sushi di outlet Plaza Senayan. Sampel penelitian ini berjumlah 144 responden yang diambil dengan menggunakan purposive sampling. Analisis data digunakan dengan menggunakan smartPLS 3.0. Hasil penelitian menunjukkan bahwa terdapat pengaruh yang kuat dan positif antara customer experience terhadap customer loyalty, terdapat pengaruh yang kuat dan positif antara customer experience terhadap customer loyalty,dan terdapat pengaruh yang kuat dan positif antara customer satisfaction terhadap customer loyalty.

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The purpose of this study is to analyze the affect of customer experience on customer loyalty through customer satisfaction at Genki Sushi customers at Plaza Senayan outlets. This research sample amounted to 144 respondents taken using purposive sampling. Data analysis is used using smartPLS 3.0.

The results of the study show that there is a strong and positive effect between customer experience on customer loyalty, there is a strong and positive effect between customer experience on customer loyalty, and there is a strong and positive effect on customer satisfaction on customer loyalty."

"Di masa pandemi covid-19, hampir seluruh sektor ekonomi terkena dampaknya. Salah satu sektor yang bisa bertahan kuat adalah industri transportasi dan logistik online. Industri ini bisa kuat menghadapi resistensi dampak dari pandemi dikarenakan kapabilitasnya bisa menghubungkan banyak orang dengan berbagai macam kebutuhan dengan minim kontak fisik. Selanjutnya, situasi pascapandemi kemudian membuat mobilitas masyarakat semakin masif dan pesat setelah pemerintah Indonesia secara resmi mencabut aturan pembatasan sosial yang selama ini menghambat pertumbuhan ekonomi. Melihat hal tersebut, Gojek sebagai operator layanan aplikasi transportasi online terbesar di Indonesia menyampaikan rencana visi dan misi mereka di acara tahunan Gojek Outlook 2023. Perubahan strategi secara besar akan dilakukan perlahan-lahan oleh Gojek dengan mengurangi biaya promosi yang selama ini mereka keluarkan dan mengalihkannya ke dalam peningkatan pelayanan maupun optimisasi berbagai keputusan bisnis yang mendukung Gojek dalam mendapatkan profitabilitas. Untuk itu, penelitian ini dilakukan untuk menganalisis bagaimana pengaruh customer review sebagai variabel yang mencerminkan pendapat konsumen mengenai layanan Gojek saat ini terhadap variabel customer satisfaction dan customer loyalty ditambah dengan brand image sebagai moderasi. Penelitian dengan jenis kuantitatif ini menggunakan metode survei yang disebarkan pada bulan November-Desember 2023 pada masyarakat Generasi Z dan Milenial di Jabodetabek dan mendapatkan 153 responden. Sementara itu data text mining juga dilakukan untuk data kualitatif pada aplikasi Gojek dan mendapatkan 45.273 dataset. Data yang didapatkan kemudian diolah menggunakan software SPSS, Smart PLS 3.0, dan Orange. Hasil penelitian ini menunjukan bahwa beberapa dimensi customer review berpengaruh secara positif dan signifikan terhadap customer satisfaction. Lalu brand image dan customer satisfaction yang berpengaruh secara positif dan signifikan terhadap customer loyalty. Begitupun dengan peran brand image sebagai moderasi terhadap customer loyalty. Namun, tidak ada satupun dimensi customer review yang berpengaruh secara signifikan terhadap customer loyalty diikuti beberapa dimensi customer review terhadap customer satisfaction.

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During the Covid-19 pandemic, nearly all economic sectors were affected. One sector that can remain robust is the online transportation and logistics industry. This industry can sustain itself in facing the impact of the pandemic due to its capability to connect many people with various needs with minimal physical contact. Furthermore, the post-pandemic situation made people's mobility even more massive and rapid after the Indonesian government officially lifted the social restrictions that had hampered economic growth. Observing this trend, Gojek, as the largest online transportation application service operator in Indonesia, presented its vision and mission plan at the annual Gojek Outlook 2023 event. Gojek aims to make significant strategic changes gradually by reducing the promotional costs they have been incurring and redirecting them to improve services and optimize various business decisions that support Gojek in achieving profitability. For this reason, this research was conducted to analyze the influence of customer reviews as a variable that reflecting consumers opinions on current Gojek services. The study focused on the variables of customer satisfaction and customer loyalty, with brand image considered as a moderating factor. This quantitative research employed a survey method distributed in November-December 2023 among Generation Z and Millennial communities in Jabodetabek, with 153 respondents. Additionally, text mining data was conducted for qualitative data on the Gojek application, resulting in 45,273 datasets. The collected data was then processed using SPSS, Smart PLS 3.0, and Orange software. The research results indicate that several dimensions of customer reviews have a positive and significant effect on customer satisfaction. Moreover, brand image and customer satisfaction positively and significantly influence customer loyalty, with brand image playing a role as a moderator of customer loyalty. However, none of the customer review dimensions show a significant effect on customer loyalty, followed by several customer review dimensions on customer satisfaction."

"Skripsi ini meneliti tentang pengaruh outcome quality, interaction quality dan peer-to-peer quality terhadap customer satisfaction dan customer loyalty pada industri kedai kopi. Dalam penelitian ini diambil responden dari dua sampel kedai kopi yang berbeda yaitu kedai kopi Florist dan kedai kopi Starbucks yang tersebar di seluruh pulau Jawa. Metode yang digunakan dalam penelitian ini adalah Structural Equation Model (SEM). Hasil dari penelitian ini membuktikan bahwa outcome quality dan interaction quality memiliki pengaruh terhadap customer loyalty yang dimediasi oleh customer satisfaction. Sementara peer-to-peer quality tidak memiliki pengaruh terhadap customer satisfaction namun memiliki pengaruh langsung terhadap customer loyalty.

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This research is analyze about the effect of outcome quality, interaction quality and peer-to-peer quality on preference, customer satisfaction and customer loyalty in the coffee shops industry. In this study, respondents were drawn from two different samples of coffee shops, Florist coffee shops and Starbucks coffee shops spread across the Java Island. The method used in this research is Structural Equation Model (SEM). The results of this study prove the outcome quality and interaction quality has an influence on customer loyalty mediated by customer satisfaction. While peer-to-peer quality has no effect on customer satisfaction but has a direct influence on customer loyalty."

"ABSTRAKTesis ini memaparkan mengenai dimensi yang membentuk customer experience pada pengguna internet banking dan pengaruh dari customer experience terhadap customer satisfaction, loyalitas dan word-of-mouth pada pengguna internet banking. Dimensi dan pengukuran dari customer experience quality ini menggunakan pengukuran customer experience quality yang dikembangkan oleh Maklan & Klaus (2013). Berdasarkan penelitian terhadap 249 responden pengguna internet banking di Jabodetabek, diperoleh hasil bahwa dimensi moments-of-truth menjadi dimensi yang paling besar dalam membentuk customer experience pada pengguna internet banking. Dari hasil pengujian SEM juga diperoleh hasil bahwa customer experience memiliki pengaruh yang signifikan terhadap customer satisfaction, loyalitas dan word-of-mouth.

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ABSTRACT

This thesis describes the dimensions that formed customer experience in internet banking users and the impact of customer experience to customer satisfaction, loyalty and word-of-mouth of Internet banking users. Dimensions and measurement of this customer experience quality uses customer experience quality measurement developed by Maklan & Klaus (2013). Based on a study of 249 respondents of internet banking users in Greater Jakarta, showed that moments-oftruth becomes the greatest dimension in shaping customer experience in internet banking users. SEM test results also showed that the customer experience has a significant impact on customer satisfaction, loyalty and word-of-mouth."

"Tesis ini menganalisa retail mix yang memiliki 6 dimensi yaitu lokasi, manajemen produk, harga, bauran komunikasi, desain dan tampilan toko serta pelayanan pelanggan dan brand image yang memiliki 3 dimensi yaitu brand strength, brand favorability, dan brand uniqueness terhadap customer satisfaction dengan melalui customer satisfaction sebagai variabel mediasi di Lotte Mart Kelapa Gading.Lotte Mart merupakan salah satu hipermarket terbesar di Jakarta yang memiliki tema atau gaya Korea. Metode riset dari penelitian ini adalah deskriptif riset dengan teknik sampel non-probability. Berdasarkan data dari 220 pelanggan Lotte Mart, didapat bahwa retail mix dan brand image berpengaruh terhadap customer loyalty melalui customer satisfaction.

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This thesis analyze retail mix that have 6 dimensions consists location, merchandise management, price, communication mix, store design and also display and customer service and brand image that have 3 dimensions consists brand strength, brand favorability, and brand uniqueness toward customer loyalty with customer satisfaction as mediating variable at Lotte Mart Kelapa Gading.

Lotte Mart is one of the largest hypermarket or retailer in Jakarta, that have Korean style or theme. The research method for this research is descriptive research with non-probability sampling technique. Based on 220 Lotte Mart customers, the retail mix and brand image have influences on customer loyalty through customer satisfaction."