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"ABSTRAKOnline game telah menjadi salah satu jenis permainan yang banyak dimainkan oleh orang-orang baik anak muda maupun orang dewasa. Salah satu jenis online game yaitu multiplayer battle online arena atau disebut MOBA merupakan salah satu yang memiliki basis pemain paling banyak di dunia dan di Indonesia sendiri genre MOBA menjadi salah satu jenis game yang paling banyak di mainkan. Online game MOBA sendiri memiliki level di dalam permainanya yang berbentuk level profil pemain game tersebut dan setiap pemain pasti memiliki harapan untuk meningkatkan level tersebut. Dalam penelitian ini harapan tersebut disebut variabel expectancy for character growth dan variabel tersebut diharapkan menjadi mediasi dalam membentuk online gamer loyalty yang dipengaruhi oleh theory of consumption values. 208 responden dianalisis jawabanya menggunakan metode SPSS dan Structural equation modelling dan variabel learning, audio visual value, dan value for money memiliki pengaruh positif terhadap expectancy for character growth dan commitment to virtual community memiliki pengaruh positif terhadap online gamer loyalty.

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ABSTRACTOnline games have become one of the types of games that are mostly played by people both young people and adults. One type of online game that is multiplayer online battle arena or called MOBA is one that has the most player base in the world and in Indonesia the MOBA genre is one of the most played types of games. Online game MOBA itself has a level in its game in the form of a player's profile level and each player must have hope to increase that level. In this study the expectation is called the expectancy variable for character growth and the variable is expected to be a mediation in forming online gamer loyalty that is influenced by the theory of consumption values. 208 respondents analyzed their answers using the SPSS method and the Structural equation modeling and learning, audio visual value, and value for money variables had a positive influence on expectancy for character growth and commitment to virtual community had a positive influence on online loyalty gamers. "

"Pertumbuhan kinerja industri alas kaki yang positif dengan permintaan alas kaki domestik yang terus meningkat menjadi peluang besar bagi para usaha mengembangkan bisnisnya di bidang alas kaki, termasuk Usaha Mikro, Kecil, dan Menengah. Seiring dengan dorongan pemerintah terhadap digitalisasi UMKM, semakin bertambahnya UMKM alas kaki yang memasarkan produknya melalui e-commerce. Hal tersebut mengakibatkan peningkatan persaingan antar UMKM alas kaki di e-commerce dalam memenangkan kompetisi bisnis. Salah satu upaya dalam mempertahankan keuntungan jangka panjang berupa penerapan customer relationship management untuk meningkatkan loyalitas pelanggan. Oleh karena itu, penelitian ini bertujuan untuk mengidentifikasi karakteristik pelanggan melalui segmentasi pelanggan berdasarkan Customer Lifetime Value (CLV) dengan pendekatan model Length, Recency, Frequency, Monetary (LRFM) dan merumuskan serta menentukan strategi retensi pelanggan. Penelitian ini berfokus pada segmentasi pelanggan sepatu kulit sebagai volume produk terbesar dalam UMKM Alas Kaki tersebut. Pada tahap awal, metode K-Medoids clustering digunakan untuk mengelompokkan pelanggan dengan menggunakan model LRFM sehingga dapat menghitung CLV pada tiap segmen pelanggan. Tiap klaster tersebut dianalisis karakteristiknya berdasarkan model LRFM, CLV, dan pemetaan klaster pada Customer Value Matrix (CVM). Strategi retensi pelanggan dirumuskan dan ditentukan prioritasnya sesuai karakteristik klaster yang terbentuk menggunakan metode Complex Proportional Assessment (COPRAS). Penelitian ini menghasilkan 3 klaster pelanggan yang terbentuk dan 7 rekomendasi strategi peningkatan loyalitas pelanggan dengan tiga prioritas teratas pada tiap klaster.

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The positive performance growth of the footwear industry with the increasing demand for domestic footwear is a great opportunity for businesses to develop their business in footwear, including Micro, Small and Medium Enterprises. Along with the government's encouragement of the digitalization of MSMEs, more and more footwear MSMEs are marketing their products through e-commerce. This has resulted in increased competition among footwear MSMEs in e-commerce in winning business competitions. One of the efforts in maintaining long-term profits is the implementation of customer relationship management to increase customer loyalty. Therefore, this research aims to identify customer characteristics through customer segmentation based on Customer Lifetime Value (CLV) with the Length, Recency, Frequency, Monetary (LRFM) model approach and formulate also determine customer retention strategies. This research focuses on segmenting leather shoe customers as the largest volume of products in this company. In the initial stage, the K- Medoids clustering method is used to group customers using the LRFM model so as to calculate CLV in each customer segment. Each cluster is analyzed for characteristics based on the LRFM model, CLV, and cluster mapping on the Customer Value Matrix (CVM). Customer retention strategies are formulated and prioritized according to the characteristics of the clusters formed using the Complex Proportional Assessment (COPRAS) method. This research resulted in 3 customer clusters formed and 7 recommendations for strategies to increase customer loyalty with the top three priorities in each cluster."

"Persaingan e-commerce untuk mendapatkan pelanggan membuat pelaku industri online memerlukan nilai unggul dan berbagai upaya untuk meningkatkan hubungan dengan pelanggan agar tercipta loyalitas terhadap e-commerce. Penelitian ini bertujuan meneliti customer relationship management terhadap competitive advantage dan customer loyalty sebagai variabel mediasi pada Shopee sebagai e-commerce dengan pengunjung terbanyak di Indonesia. Penelitian dilakukan dengan pendekatan kuantitatif dengan penyebaran kuesioner kepada 130 responden menggunakan teknik non-probability sampling berupa purposive dan dianalisis menggunakan SPSS dan SmartPLS. Hasil penelitian menunjukkan bahwa dimensi customer relationship management yaitu customer orientation memiliki pengaruh positif terhadap customer loyalty, sedangkan customer knowledge dan technology capabilities memiliki pengaruh negatif terhadap customer loyalty. Pada variabel competitive advantage ditemukan technology capabilities memiliki hubungan yang positif, sedangkan pada customer knowledge dan customer orientation ditemukan hubungan yang negatif. Ditemukan juga bahwa customer loyalty tidak memiliki pengaruh terhadap competitive advantage. Dan juga customer loyalty tidak memediasi hubungan antara customer relationship management dan competitive advantage.

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E-commerce competition to get customers means that online industry players need superior value and various efforts to improve relationships with customers to create loyalty to e-commerce. This research aims to examine customer relationship management regarding competitive advantage and customer loyalty as mediating variables in Shopee as the e-commerce with the most visitors in Indonesia. The research was carried out with a quantitative approach by distributing questionnaires to 130 respondents using a non-probability sampling technique in the form of purposive and analyzed using SPSS and SmartPLS. The results of the research show that the customer relationship management dimension, namely customer orientation, has a positive influence on customer loyalty, while customer knowledge and technology capabilities have a negative influence on customer loyalty. For the competitive advantage variable, technology capabilities were found to have a positive relationship, while for customer knowledge and customer orientation a negative relationship was found. It was also found that customer loyalty has no influence on competitive advantage. And also customer loyalty does not mediate the relationship between customer relationship management and competitive advantage."

"KakaoTalk merupakan sebuah aplikasi pesan instan yang sedang berusaha mempertahankan para penggunanya melalui kampanye program Plus Friend. Penelitian ini bertujuan untuk menganalisis pengaruh implementasi e-customer relationship management terhadap e-satisfaction dan e-loyalty pada pengguna KakaoTalk. Penelitian ini menggunakan pendekatan kuantitatif, dimana data dan informasi dikumpulkan melalui survei dengan alat bantu kuesioner dan juga studi kepustakaan. Analisis data yang digunakan dalam penelitian ini adalah analisis multivariat dengan menggunakan analisis jalur dan uji Sobel menggunakan SPSS. Hasil penelitian menunjukkan bahwa implementasi e-customer relationship management memiliki pengaruh yang kuat terhadap loyalitas (e-loyalty) melalui variabel kepuasan pelanggan (e-satisfaction).

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KakaoTalk is an instant messaging application which tried to maintain its users through Plus Friend program campaign. This research objective is to analyze the influence of e-customer relationship management implementation towards e-satisfaction and e-loyalty on KakaoTalk users. This research uses quantitative approach, which both data and information collected through survey using tools such as questionnaire and bibliographical studies as well. Data analysis used in this research is multivariat analysis using path analysis and Sobel test through SPSS. The results showed that e-customer relationship management implementation has significant impact towards e-loyalty through e-satisfaction."

"ABSTRAKPenelitian ini ditujukan untuk menentukan kepemilikan produk yang mempengaruhi peningkatan Product Holding Ratio PHR untuk identifikasi nasabah potensial, menentukan segmen yang terbentuk dari nasabah potensial, dan penawaran produk yang sesuai untuk setiap segmen yang terbentuk. Dari data nasabah Bank XYZ, dilakukan regresi logistic dan scoring untuk mendapatkan model dan insight untuk meningkatkan kepemilikan produk PHR serta analisis klaster untuk menentukan segmen nasabah potensial. Hasil analisis menunjukkan pengelompokan karakteristik nasabah potensial menjadi 3 tiga , yakni nasabah student, housewife, dan professional. Masing-masing kelompok memiliki profil, produk yang telah dimiliki dan kecenderungan bertransaksi di merchant tertentu. Hal ini akan dimanfaatkan untuk menyusun produk yang sesuai untuk ditawarkan dan cara komunikasi pemasaran yang tepat sesuai dengan karakteristik tiap kelompok.

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ABSTRACTThis study is aimed to determine the ownership of products that affect the increase in Product Holding Ratio PHR for the identification of potential customers, determining the segments formed from potential customers, and offering appropriate products for each segment. Base on customer rsquo s data from Bank XYZ, logistic and scoring regressions are applied to obtain models and insights to improve product ownership PHR as well as cluster analysis to determine the segment of potential customers. The results of the analysis show the grouping of potential customer characteristics into 3 three , student, housewife, and professional customers. Each group has a profile, produc that has been owned and the tendency to make transactions in certain merchants. This will be utilized to develop appropriate products to offer and the right way of marketing communications based on the characteristics of each group."

"Skripsi ini membahas mengenai pengaruh kualitas pelayanan yang dirasakan pelanggan hotel Sofyan saat proses service encounter terhadap kepuasan dan loyalitas pelanggan, serta citra merek yang terbentuk di benak pelanggan. Kualitas pelayanan terdiri dari dimensi wujud nyata, keandalan, ketanggapan, jaminan dan kepastian, dan empati. Untuk menjaga relevansi penelitian terhadap kasus yang diamati, peneliti menambahkan dimensi Islamic value factors pada variabel laten kualitas pelayanan. Sejumlah 200 responden tamu pada unit Hotel Sofyan Betawi dan Sofyan Inn Tebet yang minimal pernah menginap 1 malam. Pengolahan data menggunakan Structural Equation Modeling dengan program LISREL 8.5.Hasil penelitian menunjukkan bahwa kualitas pelayanan mempengaruhi kepuasan pelanggan dan loyalitas pelanggan secara langsung. Pengaruh kualitas pelayanan sangat lemah terhadap citra merek, namun berpengaruh kuat secara tidak langsung melalui kepuasan pelanggan. Maka dari itu, penting untuk membangun citra merek sebagai unique value proposition di tengah persaingan industri perhotelan yang didominasi hotel konvensional.

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This research investigates the effect of service quality on customer satisfaction, customer loyalty and brand image of Hotel Sofyan as a Sharia Compliant Hotel. Service quality consists of dimensions: tangible, reliability, responsiveness, assurance and empathy. In order to keep the relevancy of the research, researcher adding up Islamic Value Factors as a dimension of service quality. The 200 respondents are guests at Hotel Sofyan Betawi and Sofyan Inn Tebet. Structural Equation Modeling with LISREL 8.5 has been used to process the data.The results show that hotel service quality affect directly to customer satisfaction and customer loyalty. Direct effect of service quality to brand image is relatively weak, however the indirect effect indicating a strong effect mediated by customer satisfaction. Therefore, building brand image of Sharia Compliant Hotel as an unique value proposition have greater importance to deal with the hotel and accomodation industry competition that dominated by conventional hotel-base."

"Penelitian ini bertujuan untuk menganalisis variabel pendahulu yang mempengaruhi identifikasi merek oleh konsumen dan menganalisis dampak dari identifikasi merek oleh konsumen tersebut terhadap loyalitas dan advokasi merek. Penelitian ini membuktikan bahwa dari lima variabel yang mempengaruhi identifikasi merek oleh konsumen terdapat empat variabel yang mempengaruhinya yaitu perbedaan merek, prestise merek, manfaat sosial yang diperoleh dari merek dan pengalaman yang mengesankan dengan merek. Penelitian juga membuktikan bahwa kemiripan atribut diri konsumen dengan merek tidak mempengaruhi identifikasi merek oleh konsumen. Terakhir, identifikasi merek oleh konsumen terbukti mempengaruhi loyalitas konsumen terhadap merek dan advokasi konsumen terhadap merek.

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This study aims to analyze the antecedent variables and its impact on consumer brand identification and to analyze the impact of consumer brand identification toward brand loyalty and brand advocacy. The result of this study show only four variables that have contributions toward consumer brand identification. These are brand distinctiveness, brand prestige, brand social benefit, memorable brand experiences. However, brand self similarity has no contributions toward consumer brand identification. In addition, results showed that consumer brand identification had a great contribution to brand loyalty and brand advocacy."

"Penelitian ini mengenai pengaruh kebiasaan membaca koran ikatan sosial dan hambatan pergantian terhadap loyalitas dan WoM Word of Mouth pada media cetak khusunya koran di era kemajuan teknologi informasi Dengan menggunakan metode SEM structural Equation Modeling sebanyak 191 sampel didapatkan menggunakan metode snowball sampling dan convenience sampling penelitian ini menemukan kebiasaan dan hambatan pergantian berpengaruh terhadap loyalitas dan WoM Word of Mouth akan tetapi ikatan sosial tidak berpengaruh terhadap loyalitas dan WoM Word of Mouth.

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A study about the effect of reading habits social ties and switching barriers towards loyalty intention and WoM Word of Mouth printed media especially newspaper in condition of the transformation in journalism because the rises information technology Using SEM to process data this research has 191 respondents gathered by convenience sampling and snowball sampling The research found that habits and switching barrier does affect loyalty intention and WoM Word of Mouth Otherwise a Social tie does not affect loyalty intention and WoM Word of mouth."

"ABSTRAKTesis ini membahas mengenai rumah sakit yang telah menerapkan standard akreditasi JCI melalui konsep green hospital. Tren bisnis rumah sakit sekarang dengan menerapkan standard akreditasi JCI ke seluruh rumah sakit di Indonesia. Tujuan penelitian ini adalah untuk mengetahui dan menjawab variabel service quality (interaction quality, physical environment quality, dan outcome quality), customer trust, customer value, dan customer loyalty kepada konsumen yang mengetahui rumah sakit yang telah menerapkan standard akreditasi JCI melalui konsep green hospital. Penelitian ini menggunakan descriptive research dengan jumlah responden sebanyak 352, yang mengetahui RS yang berstandard akreditasi JCI sebanyak 211, dimana 209 yang valid, dan 2 yang tidak valid. Variabel interaction quality, physical environment quality, dan outcome quality berpengaruh positif terhadap variabel customer trust. Variabel customer trust berpengaruh positif terhadap customer value. Variabel customer value berpengaruh positif terhadap customer loyalty. Variabel customer trust berpengaruh negatif dan tidak signifikan terhadap variabel customer loyalty. Variabel customer value memediasi pengaruh positif antara hubungan customer trust dengan customer loyalty sebagai full mediating variable. Dari analisis penelitian ini, relationship marketing dapat meningkatkan hubungan antar variabel penelitian ini.

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ABSTRACTThis study explains about hospital that has been applied JCI standard accreditations through green hospital. Hospital business trend nowadays applies JCI standard accreditations entire Indonesia hospital. This study goals to understand and answer variable of service quality (interaction quality, physical environment quality, & outcome quality), customer trust, customer value, and customer loyalty to consumer understanding hospital that has been applied JCI standard accreditations through green hospital. This study uses descriptive research with total amount respondent of 352, which are 211 respondents understand hospital standardized JCI accreditations, that valid is 209, and not valid is 2. Interaction quality, physical environment quality, & outcome quality variables positively influence of customer trust variable. Customer trust variable positively influence of customer value. Customer value variable positively influence of customer loyalty variable. Customer trust variable negatively and not significant influence of customer loyalty. Customer value positively influence mediate effect of relationship customer trust with customer loyalty as full mediating variable. This analysis study, relationship marketing can increase relation between this variables study."

"ABSTRAKTesis ini membahas mengenai rumah sakit yang telah menerapkan standard akreditasi JCI melalui konsep green hospital. Tren bisnis rumah sakit sekarang dengan menerapkan standard akreditasi JCI ke seluruh rumah sakit di Indonesia. Tujuan penelitian ini adalah untuk mengetahui dan menjawab variabel service quality interaction quality, physical environment quality, dan outcome quality , customer trust, customer value, dan customer loyalty kepada konsumen yang mengetahui rumah sakit yang telah menerapkan standard akreditasi JCI melalui konsep green hospital. Penelitian ini menggunakan descriptive research dengan jumlah responden sebanyak 352, yang mengetahui RS yang berstandard akreditasi JCI sebanyak 211, dimana 209 yang valid, dan 2 yang tidak valid. Variabel interaction quality, physical environment quality, dan outcome quality berpengaruh positif terhadap variabel customer trust. Variabel customer trust berpengaruh positif terhadap customer value. Variabel customer value berpengaruh positif terhadap customer loyalty. Variabel customer trust berpengaruh negatif dan tidak signifikan terhadap variabel customer loyalty. Variabel customer value memediasi pengaruh positif antara hubungan customer trust dengan customer loyalty sebagai full mediating variable. Dari analisis penelitian ini, relationship marketing dapat meningkatkan hubungan antar variabel penelitian ini.

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ABSTRACTThis study explains about hospital that has been applied JCI standard accreditations through green hospital. Hospital business trend nowadays applies JCI standard accreditations entire Indonesia hospital. This study goals to understand and answer variable of service quality interaction quality, physical environment quality, outcome quality , customer trust, customer value, and customer loyalty to consumer understanding hospital that has been applied JCI standard accreditations through green hospital. This study uses descriptive research with total amount respondent of 352, which are 211 respondents understand hospital standardized JCI accreditations, that valid is 209, and not valid is 2. Interaction quality, physical environment quality, outcome quality variables positively influence of customer trust variable. Customer trust variable positively influence of customer value. Customer value variable positively influence of customer loyalty variable. Customer trust variable negatively and not significant influence of customer loyalty. Customer value positively influence mediate effect of relationship customer trust with customer loyalty as full mediating variable. This analysis study, relationship marketing can increase relation between this variables study."