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"Skripsi ini membahas bagaimana switching cost memiliki peranan moderasi pada dampak dari customer equity drivers yang terdiri dari value equity brand equity dan relationship equity terhadap loyalty intentions pelanggan serta perbandingan dari efek moderasi tersebut pada pelanggan Belanda dan pelanggan Indonesia Penelitian ini adalah penelitian kuantitatif dengan desain deskriptif Hasil penelitian menyatakan ada efek signifikan yang positif dari switching costs terhadap loyalty intentions pelanggan di Indonesia.

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In a marketing environment maintaining customer loyalty is one of the most important aspects Being a part of customer loyalty aspects loyalty intention is how customer intent to repurchase the same product brand in the future However in a competitive industry customers tend to consider switching costs in choosing a certain product brand This paper studied the role of switching costs as a moderator on how customer equity drivers affect loyalty intentions and comparison of it between Dutch and Indonesian customers The study results that the moderating role of switching costs have a significant effect to loyalty intentions in Indonesian customers."

"Digitalisasi, sebagai bagian dari pemanfaatan teknologi di industri keuangan memberikan peran penting dalam efisiensi biaya, peningkatan jaringan dan inovasi. Perbankan merupakan salah satu industri yang mengalami transisi digitalisasi yang pesat dengan munculnya perbankan digital. Masyarakat Indonesia masih belum begitu mengenal perbankan digital dan memiliki pertimbangan terkait dengan keamanan informasi dan penggunaan. Untuk itu, penting bagi perbankan digital untuk mengedukasi nasabah tentang spesifikasi, manfaat, layanan keuangan, dan keahlian. Edukasi meningkatkan keahlian yang berbeda dari setiap individu, baik keahlian spesifik perusahaan maupun keahlian spesifik pasar. Ketika perbankan digital berinvestasi edukasi kepada pelanggan semakin cerdas dan informatif, apakah mengarahkan pelanggan untuk berpindah atau bahkan melakukan E-WOM asosiasi positif serta menghasilkan loyalitas pelanggan. Tujuan penelitian ini adalah menguji enam belas hipotesis tentang pengaruh edukasi terhadap loyalitas pelanggan dengan design penelitian Multi Cross-sectiona studies. Dua ratus responden nasabah digital banking di Indonesia di survey pada tahap satu (T1) tentang variabel indenpenden. selajutnya dalam waktu tiga bulan diuji kembali untuk variabel dependen (T2) . Analisis data dilakukan dengan menggunakan metode SEM (Structure Equation Model) untuk mengukur tingkat loyalitas terhadap pendidikan yang telah dilakukan oleh digital banking. Hasilnya adalah terhadap pengaruh signifikan edukasi terhadap loyalitas perbankan digital, sehingga perbankan digital perlu membuat strategi edukasi yang tepat dalam meningkatkan tingkat loyalitas pelanggan.

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Digitalization, as part of the use of technology in the financial industry, plays an important role in cost efficiency, network enhancement, and innovation. Banking is one of the industries experiencing a rapid digitalization transition with the emergence of digital banking. Indonesian people are still not very familiar with digital banking and have considerations related to information security and usage. For this reason, it is important for digital banking to educate customers about specifications, benefits, financial services, and expertise. Education will enhance the different skills of each individual, both company-specific skills and market-specific skills. When digital banking invests in education to customers, it will be smarter and more informative, whether it will lead customers to switch or even carry out E-WOM positive associations and generate customer loyalty. The purpose of this study was to test sixteen hypotheses about the effect of education on customer loyalty with a multi-cross-sectional study design. Two hundred respondents of digital banking customers in Indonesia will be surveyed in stage one (T1) on independent variables. thereafter within three months will be re-tested for the dependent variable (T2). Data analysis will be carried out using the SEM (Structure Equation Model) method to measure the level of loyalty to education that has been carried out by digital banking. The result is the significant effect of education on digital banking loyalty, so digital banking needs to make the right education strategy to increase the level of customer loyalty.

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"Penelitian ini membahas tentang pengaruh consumer-based brand equity terhadap brand loyalty dengan dimediasi oleh customer satisfaction dalam industri restoran terutama cake shop. Pengolahan data dalam penelitian ini menggunakan Structural Equation Modeling (SEM) dengan program LISREL 8.70.Hasil penelitian ini menunjukkan bahwa tiga dari lima consumer-based brand equity berpengaruh positif dan signifikan terhadap customer satisfaction, dan customer satisfaction berpengaruh positif dan signifikan terhadap brand loyalty.

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This research aims to analyze the effects of store consumer-based brand equity to brand loyalty, mediated by customer satisfaction in the context of restaurant especially cake shop. Data were analyzed using Structural Equation Modeling (SEM) with LISREL 8.70 software.

The result of this research suggest that three out of five consumer-based brand equity indicate positive and significant effect toward customer satisfaction, and customer satisfaction indicate positive and significant effect toward brand loyalty."

"Ini adalah sebuah realitas dipasar bahwa perusahaan dalam bisnisnya terkadang menimbulkan switching cost kepada konsumennya, untuk menghambat mereka beralih ke perusahaan yang lain. Dalam situasi yang kompetitif, seperti industri pembiayaan, dimana sebagian besar konsumen berhubungan dengan perusahaan hanya pada sekali pertemuan, memiliki potensi switching cost sebagai penghambat dan sebuah bahan pengikat dari loyalitas pelanggan dapat berubah? Untuk mengatasi masalah tersebut, penelitian ini meneliti efek moderasi switching cost terhadap Customer Loyalty diukur melalui nilai customer satisfacion dan Perceived Vaue.Hasilnya, diperoleh dari kuesioner berbasis e-mail terhadap konsumen pengguna perusahaan pembiayaan, menunjukkan bahwa untuk meningkatkan Customer Loyalty perusahaan harus fokus terutama kepada Customer Satisfaction dan Perceived Vaue. Efek moderasi switching cost hanya akan memperkuat hubungan hal tersebut. Mengingat penemuan utama tersebut, penelitian ini memberikan implikasi strategis terhadap Customer Loyalty dalam industri pembiayaan konsumen.

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It is a marketplace reality that company sometimes inflict switching cost on their customer, to inhibit them from defecting to other company. In a competitive setting, such as financial industries, where most of customers contact with company only at once, has the potential of switching cost as an exit barriers and a binding ingredient of customer loyalty become altered? To address that issue, this research examines the moderating effect of switching cost on customer loyalty through both satisfaction and perceived value measures.

The results, evoked from an e-mail based questionnaire to the user?s of consumer financing company, indicate that to increase customer loyalty company has to focus primarily to customer satisfaction and perceived value. Moderating effect of switching cost will only strengthen this relationship. In light of the major findings, this research sets forth strategic implication for customer loyalty in the setting of consumer financing industries."

"Tingginya potensi pasar layanan TV berbayar di Indonesia yang dibarengi dengan munculnya banyak operator baru membuat persaingan industri ini menjadi sangat ketat sehingga loyalitas konsumen dinilai sebagai faktor yang sangat krusial bagi kelangsungan bisnis. Penelitian ini merupakan sebuah studi kuatintatif dengan 179 responden pelangan TV berbayar di area Jabodetabek, dengan tujuan untuk mempelajari pengaruh kualitas pelayanan, kepuasan pelanggan, trust, switching cost, dan persepsi harga terhadap loyalitas pelanggan TV berbayar di Indonesia. Hasil analisis menunjukkan kualitas pelayanan terbukti signifikan mempengaruhi trust dan kepuasan konsumen, selain itu switching cost dan persepsi harga terbukti signifikan mempengaruhi loyalitas konsumen.Namun demikian trust dan kepuasan konsumen tidak terbukti signifikan mempengaruhi loyalitas konsumen, demikian juga dengan kualitas pelayanan yang tidak terbukti mempengaruhi loyalitas konsumen secara langsung. Hal menarik ditemukan bahwa meskipun kualitas pelayanan signifikan mempengaruhi kepuasan pelanggan dan trust, namun pengaruh keduanya terhadap loyalitas tidaklah signifikan. Hasil ini menunjukkan bahwa loyalitas konsumen tidak bergantung pada kualitas pelayanan dan kepuasan konsumen, seperti yang selama ini ditekankan. Faktor lain seperti switching cost dan persepsi harga juga ternyata menjadi faktor yang harus dipertimbangkan dalam mengembangkan strategi bisnis guna meningkatkan loyalitas konsumen layanan TV berbayar.

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Big market potentiality of pay-TV in Indonesia along with the emergence of many new service providers has made the market very competitive nowadays. This condition turns customer loyalty into one of the most crucial factor for the success of the business itself. This is a quantitative study with 179 customers of Pay-TV service located in Jabodetabek area as respondents, purposed to examine the effect of service quality, customer satisfaction, trust, switching cost, and price perception on customer loyalty in pay-TV services in Indonesia. The result shows that switching cost and price perception significantly affect customer loyalty on pay-TV services.

Interesting findings are that eventough service quality strongly affecting customer satisfaction and trust, in fact the effects of both variabels on customer loyalty was not significant. In business aspect, these results shows that customer loyalty was not determined by service quality and customer satisfaction, as has always been emphasized. In fact, other aspects like switching cost, and price perception has turn out to be the important factors to be considered in developing business strategies to increase the customer loyalty in pay-TV services in Indonesia."

"Tujuan dilakukannya penelitian ini adalah untuk mengetahui dan menganalisis bagaimana hubungan antara buruknya kegagalan jasa, keadilan pemulihan jasa (keadilan distributif, prosedural, dan interaksional), dan biaya peralihan dengan loyalitas pelanggan serta hubungan moderasi antara buruknya kegagalan jasa dan loyalitas studi kasus pada Indosat IM3. Data penelitian diperoleh dari 200 orang responden dengan menyebarkan kuesioner dan diolah menggunakan pendekatan Partial Least Square dengan software SmartPLS.Hasil penelitian menunjukkan bahwa variabel buruknya kegagalan jasa memiliki pengaruh negatif signifikan terhadap loyalitas pelanggan, keadilan interaksional dan persepsi biaya peralihan memiliki pengaruh positif signifikan terhadap loyalitas pelanggan. Variabel keadilan distributif dan keadilan prosedural tidak memiliki pengaruh positif terhadap loyalitas pelanggan. Selain itu, variabel keadilan distributif, keadilan prosedural, keadilan interaksional dan persepsi biaya peralihan tidak memoderasi hubungan negatif antara buruknya kegagalan jasa dan loyalitas pelanggan.

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The objective of this research is to find out and analyze the relationship between service failure severity, service recovery justice (i.e., distributive justice, procedural justice and interactional justice), and perceived switching costs with customer loyalty, and the moderating relationship of service recovery justice and perceived switching costs on the link between service failure severity and customer loyalty case study on Indosat IM3. Data collected from 200 useful respondents are tested against the research model using the partial least squares (PLS) approach.

The results indicate that service failure severity has a significant negative influence with customer loyalty, interactional justice and perceived switching costs have a significant positive influence with customer loyalty. Distributive justice and procedural justice do not have a positive influence with customer loyalty. The results also indicate that distributive justice, procedural justice, interactional justice and perceived switching costs can not mitigate the negative relationship between service failure severity and customer loyalty."

"[ABSTRAKCustomer Equity (Ekuitas Pelanggan) merupakan suatu framework yang dapatdigunakan untuk menentukan aspek apa yang paling signifikan bagi customer darisuatu perusahaan serta juga untuk mengidentifikasi kekuatan/kelemahan yangdimiliki oleh suatu perusahaan. Lemon et al. (2001) menjabarkan 3 (tiga) penggerakutama dari Customer Equity yaitu brand equity, value equity, dan relationshipequity. Penelitian ini bertujuan menganalisa pengaruh dari ketiga penggerak utamaini terhadap loyalitas pelanggan, dengan ditambahkan variabel Trust sebagaimediator, di dalam konteks sektor Business-to-Business (B2B) dari jasa layananI.T. di Indonesia. Hasilnya menunjukkan bahwa hanya Value Equity danRelationship Equity yang terbukti berpengaruh positif terhadap loyalitas pelangganakan tetapi seluruh ketiga penggerak tersebut terbukti mempengaruhi Trust secarasignifikan.

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ABSTRACTCustomer Equity is a framework that can be used to analyze and determine whichaspect is most significantly influencing customers and also to identify company?sstregths/weaknesses. Lemon et al. (2001) described 3 (three) key drivers ofCustomer Equity, which are: Brand Equity, Value Equity, and Relationship Equity.This research intends to analyze the effects of the 3 (three) drivers on customers?loyalty, by adding trust as a mediating variable, in Business-to-Business (B2B) I.T.Services context. The result shows that only Value Equity and Relationship Equitythat are statistically proven to be positively related with Customer Loyalty, but onthe other hand, the whole drivers are proven to be positively related with Trust, Customer Equity is a framework that can be used to analyze and determine whichaspect is most significantly influencing customers and also to identify company’sstregths/weaknesses. Lemon et al. (2001) described 3 (three) key drivers ofCustomer Equity, which are: Brand Equity, Value Equity, and Relationship Equity.This research intends to analyze the effects of the 3 (three) drivers on customers’loyalty, by adding trust as a mediating variable, in Business-to-Business (B2B) I.T.Services context. The result shows that only Value Equity and Relationship Equitythat are statistically proven to be positively related with Customer Loyalty, but onthe other hand, the whole drivers are proven to be positively related with Trust]"

"Ketika sebuah pasar mencapai titik jenuh, strategi defensif untuk mempertahankan konsumen menjadi lebih penting daripada strategi offensive seperti memperluas ukuran pasar pasar secara keseluruhan. Dapat disimpulkan bahwa ada dua strategi yang dapat dilakukan oleh perusahaan dalam mempertahankan dan menjaga loyalitas konsumen, yaitu memberikan perceived switching cost harga berpindah yang tinggi atau memberikan pelayanan yang memuaskan konsumen. Pemilihan strategi tersebut perlu ditinjau kembali sesuai dengan perusahaan jasa yang ingin dikembangkan.Penelitian dilakukan untuk mencari bukti empiris bahwa perceived switching cost dapat mempengaruhi kualitas loyalitas konsumen menjadi true loyalty maupun spurious loyalty, yakni sebuah keadaan dimana pelanggan tidak puas tetapi dapat menghasilkan repeat patronage yang tinggi. Timbulnya perceived switching cost tidak hanya dikarenakan oleh persaingan antar perusahaan, tetapi jenis jasa yang berbeda ternyata juga dapat menimbulkan perceived switching cost.

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When a market reached saturation point, a defensive strategy to retaion consumers become more important than creating offensive strategy, such as expanding the size of the overall market. It can concluded that there are two strategies that can be conducted in maintaining and keeping customer loyalty, which to give high perceived switching cost or to provide services in order to satisfy consumers. The consideration on choosing those strategies needs to be reviewed regarding the type of service companies.

The study was conducted to find empirical evidence that perceived switching cost can affect the quality of consumer loyalty in becoming true loyalty or lsquo spurious loyalty, a situation where the customer is not satisfied but has high repeat patronage. The emergence of perceived switching cost is not only caused by the competition between companies, but also caused by the type of the service itself."

"Loyalitas pasien adalah salah satu topik yang berkembang dalam literatur layanan kesehatan karena telah terbukti dapat memberikan banyak manfaat, seperti peningkatan keuntungan dan komunikasi mulut ke mulut (word of mouth) yang positif. RSU HGA merupakan rumah sakit swasta yang berada di Kota Depok dan berdampingan dengan beberapa rumah sakit lain sebagai kompetitor. Jumlah pasien rawat jalan di RSU HGA mengalami penurunan dari tahun 2019 dan mulai meningkat pada tahun 2023 tetapi belum seperti tahun 2018. Desain penelitian cross sectional dengan jumlah sampel 200 responden dari populasi di unit rawat jalan RSU HGA. Ada beberapa variabel yang diteliti yaitu aksesibilitas, kepuasan, switching cost, kualitas, sikap relatif pasien yang dihubungkan dengan minat memberikan rekomendasi word of mouth pada masyarakat. Analisis data dilakukan dengan analisis univariat (deskriptif) dan multivariat dengan SEM PLS. Dari analisis data didapatkan seluruh konstruk dinyatakan valid dan reliabel sesuai dengan perhitungan loading factor, AVE dan cronbach alpha. Uji hipotesis menunjukkan variabel switching cost dan kualitas pelayanan berhubungan sikap relatif, serta sikap relatif berhubungan terhadap word of mouth. Sedangkan variabel lainya ditolak yaitu aksesibilitas, kepuasan dan faktor situasional tidak berhubungan terhadap sikap relatif. Dengan mediasi sikap relatif, aksesibilitas, kepuasan dan faktor situasional tidak berhubungan terhadap word of mouth sedangkan kualitas pelayanan dan switching cost berhubungan. Dengan adanya penelitian ini, maka sebaiknya RSU HGA melakukan peningkatan program loyalitas pasien yang sesuai dengan kebutuhan dan keefektifan pelayanan kesehatan.

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Patient loyalty is one of the growing topics in healthcare literature as it has been shown to provide many benefits, such as increased profits and positive word of mouth. RSU HGA is a private hospital located in Depok City and adjoins several other hospitals as competitors. The number of outpatients at HGA Hospital has decreased from 2019 and began to increase in 2023 but not yet like 2018. Cross sectional research design with a sample size of 200 respondents from the population in the outpatient unit of HGA Hospital. There are several variables studied, namely accessibility, satisfaction, switching costs, quality, relative patient attitudes related to interest in providing word of mouth recommendations in the community. Data analysis was carried out by univariate (descriptive) and multivariate analysis with SEM PLS. From the data analysis, it was found that all constructs were declared valid and reliable according to the calculation of the loading factor, AVE and Cronbach alpha. Hypothesis testing shows that switching cost and service quality variables are related to relative attitudes, and relative attitudes are related to word of mouth. While other variables are rejected, namely accessibility, satisfaction and situational factors are not related to relative attitudes. With the mediation of relative attitudes, accessibility, satisfaction and situational factors are not related to word of mouth while service quality and switching costs are related. With this research, HGA Hospital should improve patient loyalty programmes that are in accordance with the needs and effectiveness of health services."