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"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."

"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."

"Studi ini bertujuan untuk menganalisis hubungan omnichannel integration quality (OCIQ) terhadap customer loyalty (CL) dengan menggunakan customer engagement (CE) dan relationship program receptiveness (RPR) sebagai mediator pada industri ritel kecantikan. Data berasal dari 1043 responden yang didapatkan melalui survei online dan dianalisis menggunakan PLS-SEM. Kelima dimensi OCIQ memberikan pengaruh positif terhadap CE dan RPR. Assurance quality memiliki dampak paling signifikan terhadap CE dan RPR dibandingkan dimensi OCIQ lainnya. CE secara signifikan lebih memediasi nilai CL dibandingkan RPR. Studi ini membantu peritel yang menerapkan omnichannel untuk memahami cara memenangkan hati pelanggan dengan menyediakan layanan yang efisien, dapat dipercaya, meyakinkan, dan informasi yang terintegrasi.

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This study aims to analyze the relationship between omnichannel integration quality (OCIQ) and customer loyalty (CL) using customer engagement (CE) and relationship program receptiveness (RPR) as mediators in the beauty retail industry. Data comes from 1043 respondents obtained through online surveys and analyzed using PLS-SEM. The five dimensions of OCIQ have a positive influence on CE and RPR. Assurance quality has the most significant impact on CE and RPR compared to other OCIQ dimensions. CE significantly mediates CL values more than RPR. This study helps retailers implement omnichannel to understand how to win customers' hearts by providing efficient, trustworthy, convincing, and integrated information services."

"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."

"Persaingan untuk dapat unggul dibandingkan dengan kompetitor terjadi sangat kompetitif pada industry consumer goods. Strategi bisnis dan pemasaran yang efektif sangat dibutuhkan untuk menjadi keunggulan bersaing, dimana strategi harus fokus kepada tujuan jangka panjang. Loyalitas konsumen merupakan faktor yang dapat memengaruhi profitabilitas perusahaan sebagai tujuan bisnis.Penelitian ini menganalisis implementasi Customer Relationship Management (CRM) sebagai strategi yang fokus kepada hubungan jangka panjang antara perusahaan dan konsumen untuk meningkatkan loyalitas konsumen pada industri consumer goods. Implementasi Lactamil Mama Care dari PT. Sarihusada, Danone Indonesia merupakan objek yang digunakan untuk studi kasus.Penelitian ini bersifat konklusif-deskriptif dengan desain single cross sectional. Penelitian ini terdiri dari 9 hipotesis dan 290 responden yang telah memenuhi syarat.Hasil penelitian menunjukkan bahwa implementasi CRM memengaruhi positif signifikan terhadap loyalitas konsumen. Selain itu, reputasi perusahaan, kepuasan konsumen, dan kepercayaan konsumen juga memengaruhi positif signifikan terhadap loyalitas konsumen. Implikasi manajerial diberikan untuk meningkatkan performa perusahaan.

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Massive competition occurred in consumer goods industry when every company try to become superior to other competitors. Effective business and marketing strategy is needed to become a competitive advantage and that strategy must be focus on long term objective. Customer loyalty is the important factor that influences profitability as main objective of the company.

This study analyzed Customer Relationship Management (CRM) implementation as strategy that focus on long term relationship between company and customer that impact to the customer loyalty in consumer goods industry. Lactamil Mama Care implementation from PT. Sarihusada, Danone Indonesia was the object of this case study.

This is the conclusive - descriptive study with single cross sectional design study. This study consist of 9 hypothesis with 290 qualify respondents.

Results of this study shows that CRM implementation is positively and significantly influence customer loyalty. Besides that, corporate reputation, customer satisfaction, and customer trust are also positively and significantly influence customer loyalty. Managerial implications are offered to the company for improving the business performance."

"ABSTRAKPopularitas internet berkembang dengan pesat. Cepat atau lambat konsumen akan menghadapi keputusan untuk memilih Internet Service Provider (ISP). Penelitian ini membangun konstruk dan menguji secara empiris sebuah model yang mengkaji antecedent atau pemicu loyalitas pelangggan terhadap ISP. Confirmatory Factor Analysis (CFA) dilakukan untuk memeriksa reliabilitas dan validitas dad model pengukuran. Adapun teknik structural equation modeling digunakan untuk mengevaluasi model struktural.Berdasarkan survei yang dilakukan di sekitar Kampus Universitas Indonesia, penelitian ini menunjukkan bahwa perceived value sangat penting untuk menciptakan overall customer satisfaction secara langsung, dan mempengaruhi commitment dan loyalty intentions terhadap ISP secara tidak langsung. Selain itu perceived trust terhadap ISP mempertajam overall satisfaction. Dasar untuk membangun perceived value adalah menciptakan kepuasan pelanggan terhadap atribut jasa (attribute service satisfaction). Temuan lain dari penelitian ini menunjukkan adanya peran mediasi commitment terhadap hubungan antara customer's overall satisfaction dengan loyalty intention terhadap ISP yang mereka gunakan.

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ABSTRAK

Internet popularity is growing at an impressive rate. Sooner or later, every consumer has to deal with the decision of choosing an Internet Service Provider (ISP). This study developed and empirically tested a model examining the antecedents of customer loyalty toward ISPs. Confirmatory Factor Analysis (CFA) was performed to examine the reliability and validity of the measurement model, and the structural equation modeling techniques were used to evaluate the causal model.

Based on survey at University of Indonesia, this study showed that perceived value is considered in generating customer overall satisfaction directly, therefore perceived value would influence commitment and loyalty intention toward an ISP indirectly_ Similarly, perceived trust of an ISP would enhance overall satisfaction. In addition, the basis to develop perceived value is to create customer satisfaction toward attribute services_ Another finding, the study demonstrated that commitment serves as mediating variable between consumer's overall satisfaction and loyalty intentions towards their ISP."

"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."

"Model bisnis omnichannel mulai diadopsi oleh beberapa retailer di Indonesia sebagai strategi dalam meningkatkan customer experience dan menjangkau pelanggan lebih luas dengan memanfaatkan berbagai saluran distribusi yang terintegrasi. Penelitian ini memfokuskan Alfamart sebagai objek penelitian karena memiliki saluran distribusi yang banyak, minimarket kedua terbesar, dan mempunyai gerai toko tersebar luas di Indonesia. Namun, dalam prosesnya terdapat peran omnichannel integration quality (channel-service configuration, interaction consistency, dan assurance quality) yang mempengaruhi customer engagement, dan relationship program receptiveness yang mendorong customer loyalty. Pengambilan data dilakukan dengan metode non-probability sampling dengan teknik judgmental dan snowball sampling. Penelitian ini menggunakan survei yang dibagikan kepada responden yang berada di usia 26 - 42 tahun di seluruh Indonesia yang pernah berbelanja di Alfamart melalui minimal dua saluran distribusinya. Responden yang terkumpul sebanyak 182 responden yang diolah menggunakan Partial Least Square-Structural Equation Model (PLS-SEM). Hasil penelitian ini menunjukkan bahwa data mendukung beberapa hipotesis, yaitu channel-service configuration, dan interaction consistency berpengaruh positif terhadap customer engagement dan relationship program receptiveness, customer engagement berpengaruh positif terhadap relationship program receptiveness, customer engagement dan relationship program receptiveness berpengaruh positif terhadap customer loyalty. Penelitian ini dapat membantu manajer dalam merumuskan strategi omnichannel retailing.

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Most retailers in Indonesia have adopted an omnichannel business model as a strategy to improve customer experience and reach a wider range of customers by utilizing various integrated distribution channels. This study focuses on Alfamart as the object of research because it has many distribution channels, the second largest minimarket, and has a wide range of store outlets in Indonesia. Meanwhile, in the process, there is a role of omnichannel integration quality (channel-service configuration, interaction consistency, and assurance quality) which affects customer engagement, and relationship program receptiveness that encourages customer loyalty. Data were collected by a non-probability sampling method with judgmental and snowball sampling techniques. This study uses a survey which is distributed to respondents aged 26 - 42 years in Indonesia who have shopped at Alfamart through at least two distribution channels. This study has collected respondents by 182 respondents who were processed using Partial Least Square-Structural Equation Model (PLS-SEM). The outcomes of this study indicate that the data support some hypotheses, including channel-service configuration and interaction consistency have a positive effect on customer engagement and relationship program receptiveness, customer engagement has a positive effect on relationship program receptiveness, customer engagement and relationship program receptiveness have a positive effect on customer loyalty. This research can assist managers in formulating an omnichannel retailing strategy."

"Tujuan dari penelitian ini untuk membahas mengenai pengaruh kualitas jasa hotel syariah terhadap kepuasan dan dampaknya terhadap loyalitas konsumen Siti Hotel di Kota Tangerang. Kualitas jasa sendiri terdiri dari lima dimensi yaitu assurance, responsiveness, tangible, empathy dan reliability. Untuk menjaga relevansi penelitian terhadap kasus yang diamati oleh peneliti, maka peneliti menambahkan dimensi prinsip-prinsip syariah pada variabel laten kualitas jasa. Sebanyak 155 dari tamu yang pernah menginap minimal satu malam di Siti Hotel, yang menjadi responden dalam penelitian yang berlangsung selama bulan November 2016. Pengolahan data menggunakan Structural Equation Modeling Hasil analisis data menunjukkan bahwa dimensi kualitas jasa yaitu assurance, tangible, empathy dan prinsip-prinsip syariah berpengaruh signifikan terhadap kepuasan konsumen secara langsung, namun terdapat beberapa dimensi yang tidak berpengaruh signifikan terhadap kepuasan diantaranya responsiveness dan reliability. Kepuasan konsumen disini juga berpengaruh signifikan terhadap loyalitas konsumen. Maka dari itu, pihak Siti Hotel perlu memperhatikan kembali dimensi kualitas jasa yang belum mempengaruhi kepuasan demi menjaga persaingan dalam industri perhotelan yang didominasi oleh hotel konvensional.

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The purpose of this study is to discuss the influence of Islamic Service Quality on satisfaction and its impact on consumer loyalty at Siti Hotel in Tangerang. Quality of services consists of five dimensions, assurance, responsiveness, tangible, empathy and reliability. To maintain the relevance of the research to the cases observed by the researchers, the researchers added a dimension of Islamic principles on the latent variables of service quality. The total of 155 respondents drawn from guests who stayed at least one night at Siti Hotel ongoing during at November 2016. Processing data using Structural Equation Modeling. The results of this study indicate that the dimensions of service quality that assurance, tangible, empathy and the principles of sharia significantly influence customer satisfaction directly, but there are several dimensions that no significant impact on satisfaction among responsiveness and reliability. Consumer satisfaction here a significant effect on consumer loyalty. Therefore, the need to take back the Siti Hotel dimensions of service quality are not yet affecting satisfaction in order to maintain competition in the hospitality industry which is dominated by a conventional hotel. "