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"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."

"ABSTRAKPerubahan strategi pemasaran dari transactional marketing menjadi relationship marketing dilakukan oleh Perusahaan untuk mempertahankan bisnis yang berkelanjutnan. Dalam relationship marketing, perusahaan fokus pada pelanggan dengan sasaran untuk memperoleh manfaat jangka panjang. Customer Lifetime Value (CLV) merupakan salah satu metode pengukuran untuk mengetahui manfaat jangka panjang pelanggan. Tujuan utama dari penelitian ini adalah untuk menganalisis pengaruh perceived value dan customer commitment terhadap customer loyalty serta pengaruh customer loyalty terhadap CLV di PT SUCOFINDO, perusahaan inspeksi dan testing. Penelitian dimulai dengan dengan menyebarkan kuesioner kepada 37 pelanggan B to B dan mengumpulkan data profit margin serta menghitung CLV. Data dianalisa menggunakan metode Partial Least Square (PLS) dan pengolahannya menggunakan software SmartPLS ver 2.0 M3. Hasil penelitian menindikasikan bahwa perceived value dan customer commitment secara signifikan berpengaruh positif terhadap terbentuknya customer loyalty dan customer loyalty memberikan efek yang kuat terhadap peningkatan CLV. . Hasil penelitian membuktikan teori bahwa perceived value dan customer commitment mempengaruhi customer loyalty serta customer loyalty berkontribusi terhadap peningkatan CLV.

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ABSTRACTChanging marketing strategy from transactional marketing to relationship marketing is required by company to maintain its business sustainability. This is because relationship marketing focuses on customer rather than the transaction itself; hence the objective is to get long-term benefits. One of the method used to assess this long-term benefit is Customer Lifetime Value (CLV). The main objective of this research is to study the contribution of perceived value and customer commitment towards customer loyalty, as well as to see whether customer loyalty affects CLV in PT SUCOFINDO, the inspection and testing services company. The research started by sending questionnaires to 37 Business to Business (B-to-B) customers along with collecting profit margin and calculating CLV of them. The collected data then is analyzed by applying Partial Least Square (PLS) method. The software used for calculating PLS is SmartPLS ver 2.0 M3. The PLS analysis result indicates that perceived value and customer commitment, significantly effects customer loyalty in positive direction, as well as customer loyalty to CLV. This supports the theory which says that customer loyalty is affected by customer perceived value and commitment, and customer loyalty contributes to increasing of CLV."

"Pertumbuhan minat investasi seperti perhiasan emas di Indonesia memberikan peluang yang baik bagi para pemilik usaha perhiasan emas, termasuk Usaha Menengah, Kecil, dan Mikro (UMKM). Seiring dengan hal tersebut, perkembangan zaman dan teknologi mengarahkan perubahan pola belanja masyarakat Indonesia menuju pembelanjaan online melalui e-commerce. Dengan meningkatnya daya saing, UMKM perlu membangun customer relationship management guna meningkatkan loyalitas pelanggan. Untuk itu, penelitian ini bertujuan untuk mengetahui perilaku pelanggan melalui segmentasi pelanggan dan merancang strategi pengembangan pelanggan UMKM Perhiasan Emas. Metode K-Means Clustering digunakan untuk mengelompokkan pelanggan menjadi beberapa klaster berdasarkan variabel Recency, Frequency, dan Monetary (RFM). Metode Customer Lifetime Value (CLV) dan Customer Value Matrix (CVM) juga digunakan untuk mengetahui karakteristik pelanggan pada setiap klaster. Setiap klaster akan dirancang strategi pengembangan dengan penentuan prioritas menggunakan Complex Proportional Assessment (COPRAS). Terdapat empat klaster pelanggan yang terbentuk dalam penelitian ini dengan delapan rekomendasi strategi peningkatan loyalitas pelanggan berdasarkan karakteristik masing-masing klaster yang terbentuk.

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The growing interest in investments such as gold jewelry in Indonesia provides good opportunities for gold jewelry business owners, including Medium, Small and Micro Enterprises(MSMEs). Along with this, the times and technology have directed changes in spending behavior of the Indonesian people towards online shopping through e-commerce. With increasing competitiveness, MSMEs need to develop customer relationship management to maintain and increase customer loyalty. For this reason, this study aims to determine customer behavior through customer segmentation and design customer development strategies for Indonesian Gold Jewerly MSMEs. The K-Means Clustering method is used to group customers into several clusters based on Recency, Frequency, and Monetary variables. Customer Lifetime Value(CLV) and Customer Value Matrix(CVM) methods are also used to determine the characteristics of customers in each cluster. Each cluster will be designed with a development strategy with prioritization using the Complex Proportional Assessment(COPRAS). In this study, there are four clusters with eight recommendation strategies to increase customer loyalty based on the characteristics of each cluster."

"Penelitian ini bertujuan untuk melihat peran perceived value multidimensi, diantaranya service value (SV), process value (PV), dan relationship value (RV), sebagai faktor pendorong tingkat satisfaction (S) konsumen dan dampaknya pada attitudinal loyalty (AL) dan behavioral loyalty (BL) pada konsumen GoFood. Sampel terdiri dari individu berusia 17-55 tahun, menggunakan layanan GoFood setidaknya dalam tiga bulan terakhir, dan menjadikan GoFood sebagai aplikasi utama untuk pesan-antar makanan. Teknik sampling yang digunakan adalah judgemental sampling yang disebar melalui Google Form dan terkumpul sebanyak 362 responden. Analisis data dilakukan dengan metode Partial Least Squares Structural Equation Modeling (PLS-SEM) dengan software SmartPLS 4. Hasil penelitian membuktikan service value, process value, dan relationship value memiliki pengaruh signifikan terhadap satisfaction dan attitudinal loyalty, kecuali process value yang tidak ditemukan signifikansinya terhadap attitudinal loyalty. Satisfaction dan attitudinal loyalty masing-masing memiliki hubungan yang signifikan kepada behavioral loyalty dan keduanya (S, AL) memediasi seluruh variabel perceived value multidimensi (SV, PV, RV) dengan behavioral loyalty.

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This study aimed to investigate the role of multidimensional perceived value, encompassing service value (SV), process value (PV), and relationship value (RV), as driving factors of satisfaction (S) and its impact on attitudinal loyalty (AL) and behavioral loyalty (BL) among GoFood users. The sample consisted of individuals aged 17-55 years, used GoFood services at least in the last three months and primarily used GoFood for food delivery. Judgemental sampling was employed with data collected through Google Forms, successfully collected 362 respondents. Data analysis was conducted using Partial Least Squares Structural Equation Modeling (PLS-SEM) method with SmartPLS 4. The findings revealed that service value, process value, and relationship value significantly influenced satisfaction and attitudinal loyalty, except for process value, which did not exhibit a significant relationship with attitudinal loyalty. Satisfaction and attitudinal loyalty, respectively, demonstrated significant associations with behavioral loyalty. Additionally, both satisfaction (S) and attitudinal loyalty (AL) mediated the entire relationship between multidimensional perceived value variables (SV, PV, RV) and behavioral loyalty."

"Penggunaan situs e-commerce meningkat pesat turut meningkatkan penggunaan jasa ekspedisi sebagai penghantar mobilitas barang dari tangan penjual ke tangan pembeli. Mengingat akan peran penting yang dimiliki oleh jasa ekspedisi, semakin banyak bisnis jasa ekspedisi yang bermunculan dan saling bersaing untuk mempertahankan eksistensinya. Untuk menyempurnakan penelitian sebelumnya, penelitian ini menyajikan pembahasan mengenai pengaruh dari variabel service quality, perceived value, trust dan price yang diberikan oleh jasa ekspedisi terhadap timbulnya customer satisfaction dan customer loyalty. Penelitian ini menganalisis data primer dari 217 responden yang didapat melalui penyebaran kuesioner secara online dan mengamati mengenai pengaruh dari setiap variabel menggunakan metode analisis PLS-SEM. Ditemukan bahwa service quality, perceived value, trust, dan price berpengaruh secara positif terhadap customer satisfaction dan customer loyalty. Kemudian, trust mampu memediasi service quality dan perceived value terhadap customer satisfaction secara positif.

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The use of e-commerce sites has increased rapidly. This also increases the use of expedition services as a carrier for the mobility of goods from the hands of the seller to the hands of the buyer. Considering the important role that shipping services have, more and more shipping service businesses are emerging and competing to maintain their existence. To improve previous research, this study presents a discussion of the effect of the service quality, perceived value, trust, and price variables provided by the expedition service on the emergence of customer satisfaction and customer loyalty. This study analyzed primary data from 217 respondents obtained through the distribution of online questionnaires and observed the effect of each variable using the PLS-SEM analysis method. It was found that service quality, perceived value, trust, and price had a significant effect on customer satisfaction and customer loyalty. Then, trust is able to mediate service quality and perceived value towards customer satisfaction positively."

"Pada tesis ini akan dibahas loyalitas konsumen jasa layanan internet perorangan di jabodetabek. Model hasil penelitian Cheng et al. (2008) diuji secara empiris untuk mengetahui faktor apa saja yang merupakan pcndorong loyalitas konsumen terhadap Internet Service Provider (ISP) di Jabodetabek. Structura1 Equation Modeling (SEM) digunakan untuk mengevaluasi model. Dari 156 responden, terdapat 134 responden yang valid. Hasil evaluasi menunjukkan bahwa faktor customer satisfaction, corporate image, price, dan switching cost adalah faktor-faktor yang berhubungan langsung dengan customer loyalty. Walaupun ditemukan bahwa ada hubungan langsung antara service quality dan customer satisfaction yang pada akhimya akan berpengaruh pada customer Ioyalty, ditemukan bahwa tidak ada hubungan langsung antara service quality dengan customer loyalty. Ditemukan juga bahwa service quality mempunyai hubungan dengan corporate image.

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In this tesis we examine customer loyalty in retail market in .Iabodetabek area. Previous model from Cheng et al. (2008) was empirically tested to examine the antecedents of customer loyalty towards Internet Service Provider in Jabodetabek. Structural Equation Model (SEM) was used to evaluate the proposed model. 134 valid returns show that customer satisfaction, corporate image, price, dan switching coszare antecedents that lead directly to customer loyalty. Altough we found that service quality is significantly influnces customer satisfaction, which in turns lead to customer loyalty, we did not find direct relationship between service quality and customer loyalty. The result also showed that service quality is directly related to coiporate image."

"[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.]"

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Jamu merupakan obat tradisional Indonesia yang sudah menjadi bagian dari budaya. Meningkatnya permintaan obat tradisional khususnya Jamu di Indonesia akibat pandemi COVID-19 memberikan peluang bagi bisnis obat tradisional dan jamu. Peningkatan permintaan menyebabkan munculnya UKM baru produk tradisional dan kesehatan, pada saat yang sama, transaksi pembelian online juga meningkat, mendorong UKM untuk beralih ke e-commerce. Penelitian ini bertujuan untuk mengetahui segmentasi dan nilai setiap segmen pelanggan menggunakan CLV dan mengembangkan strategi untuk setiap segmentasi pelanggan dalam rangka meningkatkan loyalitas pelanggan. Metode K-Means Clustering digunakan untuk mengelompokkan pelanggan menjadi beberapa cluster dan nilai CLV digunakan untuk menentukan nilai setiap segmen pelanggan dengan variabel Recency, Frequency, dan Monetary (RFM). Penyebaran klaster dengan menggunakan Customer Value Matrix (CVM) juga dilakukan untuk memastikan karakteristik klaster. Data sekunder diperoleh dari transaksi penjualan. Analisis penjualan produk dilakukan dengan menggunakan metode Association Rule yang menghasilkan salah satu strategi dalam Customer Development. Hasil penelitian menghasilkan 5 cluster untuk pelanggan dengan 13 strategi untuk keseluruhan cluster. Strategi cross-selling adalah strategi yang direkomendasikan.

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Jamu is a traditional Indonesian medicine that has become part of the culture. The increasing demand for traditional medicines, especially Jamu in Indonesia due to the COVID-19 pandemic, provides opportunities for the traditional and herbal medicinal business. The increase in demand leads to the emergence of new traditional and health product SMEs, at the same time, online purchase transactions have also increased, encouraging SMEs to switch to e-commerce. This study aims to determine the segmentation and value of each customer segment using CLV and develop strategies for each customer segmentation in order to increase customer loyalty. The K-Means Clustering method is used to segment customers into several clusters and the CLV value is used to determine the value of each customer segment with Recency, Frequency, and Monetary (RFM) variables. Cluster deployment using the Customer Value Matrix (CVM) was also carried out to ensure cluster characteristics. Secondary data obtained from sales transactions. Analysis of product sales is carried out using the Association Rule method which produces one of the strategies in Customer Development. The research resulted in 5 clusters for customers with 13 strategies for the whole cluster. The cross-selling strategy is the recommended strategy.

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"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."

"Tingginya tingkat persaingan bisnis di Indonesia sebab semakin banyak alternatif brand skincare. Generasi Z dinilai memiliki daya beli yang lebih rendah dibandingkan generasi sebelumnya, yang membuat mereka lebih sadar akan harga dan mengurangi nilai loyalitas terhadap suatu merek. Penelitian ini fokus pada pengaruh Customer Perceived Value (X1) dan Competitive Advantage (X2) terhadap Customer Loyalty (Y) dengan Trust (M) sebagai mediasi pada Generasi Z pengguna brand Skintific di Indonesia. Dengan menggunakan metode kuantitatif dan kuesioner kepada 220 responden, hasil analisis Structural Equation Modelling-Partial Least Square (SEM-PLS) menunjukkan bahwa Customer Perceived Value dan Competitive Advantage berpengaruh positif dan signifikan terhadap Customer Loyalty melalui peran Trust sebagai mediasi. Temuan ini memberikan pemahaman mendalam tentang faktor-faktor yang memengaruhi loyalitas pelanggan, khususnya pada Generasi Z di dalam pasar skincare, memberikan pandangan yang berharga bagi perkembangan merek Skintific.

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With a surge in skincare brand alternatives, Indonesia's business landscape witnesses heightened competition. Generation Z, characterized by lower purchasing power, prioritizes price consciousness, leading to reduced brand loyalty. This study focuses on examining the influence of Customer Perceived Value (X1) and Competitive Advantage (X2) on Customer Loyalty (Y) among Generation Z users of the Skintific brand in Indonesia, with Trust (M) serving as a mediating factor.Through a quantitative method involving 220 respondents and questionnaire analysis, Structural Equation Modelling- Partial Least Square (SEM-PLS) reveals that Customer Perceived Value and Competitive Advantage significantly and positively impact Customer Loyalty, mediated by Trust. These findings provide a comprehensive understanding of factors influencing customer loyalty, particularly within the Generation Z skincare market, offering valuable insights for the development of the Skintific brand."