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"Sektor layanan memiliki peran yang penting, perusahaan tidak dapat begitu saja menciptakan layanan dan berharap layanan tersebut menjadi terbaik. Perusahaanharus berusaha meningkatkan layanan yang mereka tawarkan ke konsumen agar dapat bersaing dan mendapatkan keuntungan yang ditargetkan. Dengan begitu,diharapkan konsumen akan puas dan akan melakukan pembelian berulang terhadap layanan yang diberikan perusahaan. Loyalitas konsumen sangatlah penting, karena konsumen dapat dengan mudah beralih ke perusahaan lain. Konsumen akan melakukan evaluasi layanan sebelum mengambil keputusan untuk mengajukan kredit kembali di perusahaan yang sama

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Penelitian ini bertujuan untuk mengetahui faktor-faktor yang berpengaruh pada loyalitas konsumen di industri pembiayaan kendaraan bermotor roda empat

dengan menggunakan Structural Equation Modeling (SEM). Faktor-faktor yang digunakan pada penelitian ini adalah service fairness, trust, consumer perceived value, perceived service quality, consumer satisfaction, consumer loyalty. Hasil penelitian ini menyimpulkan bahwa faktor yang mempengaruhi consumer loyalty adalah consumer satisfaction dan untuk service fairness dan perceived service quality tidak mempengaruhi consumer loyalty. Faktor yang signifikan mempengaruhi consumer satisfaction adalah consumer perceived value. Service fairness mempengaruhi trust dan perceived service quality.

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Services sector has an important role, companies cannot simply create services and hope for the best. Companies must try to improve the services they offer

to consumers to be competitive and profit targeted. In this way, consumers are expected to be satisfied and do repeat purchases the service of the company. Consumer loyalty is important, because consumers would switch to another company. Consumers will evaluate the service before make a decision to re-apply for credit in the same company.

The purpose of this study is to find out the factors that affect consumer loyalty in automobile financing industry using Structural Equation Modeling (SEM). Factors used in this study are service fairness, trust, consumer perceived value, perceived service quality, consumer satisfaction, consumer loyalty. As a result, consumer loyalty is influenced by consumer satisfaction, service fairness and perceived service

quality have no influence to consumer loyalty. For consumer perceived value influence consumer satisfaction. Service fairness influence trust and perceived service quality."

"Persaingan global dan krisis perekonomian dunia yang sedang melanda dewasa ini, membuat suatu organisasi harus memproduksi barang maupun jasa yang mempunyai kualitas sangat bagus sehingga membuat pelanggan sangat puas dan loyal. Penelitian ini bertujuan untuk menghasilkan model hubungan antar faktor untuk meningkatkan loyalitas pelanggan. Metode penelitian yang digunakan adalah model Service Quality dan Structural Equation Modeling yang diuji coba pada suatu perusahaan trading bahan kimia. Penentuan faktor penelitian diperoleh dengan melakukan focus group discussion bersama 9 orang pakar, kemudian diperoleh 263 responden.

Hasil penelitian menunjukkan semua faktor pada ServQual menghasilkan nilai gap negatif, yang menunjukkan perusahaan belum dapat memenuhi ekpektasi pelanggan. Hasil SEM menunjukkan bahwa variabel yang signifikan berpengaruh pada customer satisfaction adalah people, situation dan product. Sedangkan variabel yang berpengaruh kepada customer loyalty adalah customer satisfaction, product, situation, people.

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Global competitiveness and the world economic crisis that hit the world these days have affected many organizations in such a way that an organization must produce very high quality goods or services to satisfy their customers and hence obtaining customers loyalty. Research method used is a model of Service Quality and Structural Equation Modeling were implemented in a chemical trading company. The determination of research obtained by conducting Focus Group Discussion with 9 experts, then obtained 263 respondents.

The results showed that all the factors on ServQual have produced negative gap values, which indicated that the company could not meet customer expectations. On the other hand, SEM results indicated that significant variables that affected customer satisfaction are people, situation and product, whereas the variables that affected customer loyalty are customer satisfaction, product, situation, people."

"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."

"Tujuan penelitian ini adalah untuk menganalisis bagaimana pengaruh servicescape yang dimiliki Restoran Cimory Riverside terhadap loyalitas konsumennya. Penelitian ini menggunakan pendekatan kuantitatif. Sampel dalam penelitian ini adalah 100 orang konsumen Restoran Cimory Riverside dengan menggunakan metode non-probability serta teknik purposive. Instrumen penelitian ini menggunakan kuesioner dan dianalisis menggunakan Regresi Sederhana.Hasil penelitian ini menunjukan bahwa servicescape memiliki pengaruh yang signifikan terhadap loyalitas konsumen Restoran Cimory Riverside. Servicescape mempengaruhi tingkal loyalitas konsumen sebesar 47% dan sisanya sebesar 53% dipengaruhi oleh faktor lain.

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The objective of this research is to analyze the effect of servicescape in Cimory Riverside Restaurant toward its consumer loyalty. The sample of this research is 100 Cimory Riverside Restaurant consumer, collected using non-probability sampling and purposive technique. This research used questionnaire as reserach instrument and analyzed with simple regression.The result of this research indicated that servicescape have a significant effect on loyalty of Cimory Riverside Restaurant consumer. The servicescape effects the level of consumer?s loyalty equal to 47%, and the residue equal to 53% effected by some other factor."

"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."

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

"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."

"Skripsi ini membahas pemahaman tentang hubungan antara program loyalitas dengan kepuasan, dan loyalitas konsumen ritel di Indonesia. Penelitian ini adalah penelitian kuantitatif dengan desain deskriptif. Jumlah sampel sebanyak 150 orang. Hasil penelitian ini adalah bahwa program loyalitas memiliki pengaruh hubungan yang positif terhadap loyalitas dan kepuasan, serta kepuasan konsumen menjadi variabel moderasi yang baik untuk hubungan program loyalitas dengan loyalitas konsumen.

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The focus of this study is to analyze the relationship between loyalty program, store satisfaction, and store loyalty on consumers retail of Indonesia. This research is quantitative descriptive interpretive. The sample size is 150.

The results are that loyalty program have positive influence to store loyalty and store satisfaction, also store satisfaction has become a good moderation variable for loyalty program relationship with store loyalty."

"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. "

"Perkembangan penduduk kota Jakarta saat ini yang semakin pesat, memicu meningkatnya kemacetan di jalan raya. Masyarakat menuntut transportasi yang memadai tetapi masih kurangnya transportasi yang disediakan Pemerintah menyebakan peran swasta pada jasa layanan transportasi semakin banyak dan semakin kompetitif. Berbagai usaha dan terobosan dilakukan untuk merebut pangsa pasar dan memberi kepuasan, kenyamanan dan keamanan dalam melayani kosumen yang pada akhirnya dapat meningkatkan loyalitas konsumen. Penelitian ini mencoba memperoleh faktor-faktor apa yang mempengaruhi loyalitas pelanggan taksi dengan menggunakan Model Persamaan Struktural yang selanjutnya dapat meningkatkan jumlah pelanggan. Model Persamaan Struktural/Structural Equation Modeling merupakan metode analisis multivariat yang dapat digunakan untuk menjelaskan keterkaitan antar variabel laten dan mengestimasi besarnya hubungan antar variabel tersebut secara simultan. Hasilpenelitian ini diharapkan dapat menjadi masukan bagi perusahaan untuk dapat meningkatkan pelayanan.

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The development population in Jakarta at full speed in the last time has triggered the increasing of traffic jam. The society demands the suitable transportations, but the lack of availability of transportations managed by the government caused parts of private entrepreneurs in the transportations sectors become most and more competitive. Many efforts and breakthrough carried out to grab the market and to give satisfactions, conveniences and safeties to the customers and at last in orders to increase their loyalty. This research is trying to get some kinds of factors that influencing the loyalty of taxi?s customers using Structural Equation Modeling, and furthermore could increase the amount of customers. Structural Equation Modeling (SEM) is an analysis of multivariate method that can be used for explaining the relationships among variables simultaneously. The result of this research would be an input to the company in order to increase the taxi?s services."