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"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."

"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."

"Service Journey Quality (SJQ) adalah sebuah cara untuk mengukur bagaimana persepsi konsumen pada saat berinteraksi dengan kanal-kanal yang disediakan oleh ritel farmasi dengan strategi omnichannel, dimana SJQ terdiri dari tiga dimensi, yaitu journey seamlessness, journey coherence, dan journey personalization. Penelitian ini dilakukan dengan tujuan untuk melihat bagaimana SJQ mempengaruhi loyalitas dari konsumen ritel farmasi yang sudah menerapkan strategi omnichannel. Survei dilakukan terhadap 243 konsumen ritel farmasi dengan strategi omnichannel. Kuesioner disebarkan menggunakan aplikasi Whatsapp baik melalui Whatsapp grup maupun pesan secara pribadi. Data yang didapat kemudian diolah menggunakan aplikasi SmartPLS 3.0. Hasil penelitian menunjukkan bahwa SJQ tidak dapat mempengaruhi customer loyalty secara langsung tetapi SJQ dapat memberikan pengaruh positif terhadap customer loyalty apabila dimediasi oleh service quality. Service quality memiliki pengaruh terhadap customer loyalty baik secara langsung maupun dimediasi oleh customer satisfaction. Dengan demikian dapat disimpulkan SJQ dapat memberikan pengaruh positif terhadap customer loyalty apabila diiringi oleh kualitas yang baik di setiap kanal maupun touchpoints dari sebuah ritel farmasi.

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Service Journey Quality (SJQ) is a way to measure consumers' perception when interacting with the channels provided by omnichannel pharmaceutical retail. SJQ consists of three dimensions: journey seamlessness, journey coherence, and journey personalization. This research aims to examine how SJQ affects the loyalty of consumers in pharmaceutical retail who have implemented omnichannel strategies. A survey was conducted among 243 consumers of pharmaceutical retail with omnichannel strategies. The questionnaire was distributed using the Whatsapp application, both through group chats and private messages. The data obtained were then analyzed using the SmartPLS 3.0 application. The research findings indicate that SJQ does not directly influence customer loyalty. However, SJQ can have a positive impact on customer loyalty when mediated by service quality. Service quality has a direct influence on customer loyalty, both independently and when mediated by customer satisfaction. Therefore, it can be concluded that SJQ can have a positive influence on customer loyalty when accompanied by good quality across all channels and touchpoints of a pharmaceutical retail."

"Penelitian ini menguji pengaruh personalization dan hedonic motivation pada customer experience dan loyalty dalam konteks ritel omnichannel. Studi ini mengembangkan delapan hipotesis yang diuji menggunakan satu sampel survey dengan total responden sebanyak 281 orang yang dianalisis menggunakan Partial Least Squares - Structural Equation Modeling (PLS-SEM). Data dikumpulkan dengan melakukan penyebaran kuesioner yang berisikan 18 pertanyaan secara online. Hasil penelitian mendukung semua hipotesis yang mengkonfirmasi personalization dan hedonic motivation memiliki pengaruh dalam menciptakan customer experience secara emotional maupun cognitive.

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This study examines the effect of personalization and hedonic motivation on customer experience and loyalty in the context of omnichannel retail. This study developed eight hypotheses that were tested using a survey sample with a total of 281 respondents who were analyzed using Partial Least Squares - Structural Equation Modeling (PLS-SEM). Data was collected by distributing online questionnaires containing 18 questions. The results of the study support all hypotheses that confirm personalization and hedonic motivation have an influence on creating emotional and cognitive customer experiences."

"Penelitian ini bertujuan untuk menganalisis peran perceived novelty terhadap customer loyalty melalui customer inspiration dalam industri retail omnichannel.. Dimana sistem ini mengintegrasi di semua saluran penjualan, tanpa terbatas. Hal ini agar pelanggan menikmati pengalaman belanja yang terintegrasi dan cepat melalui berbagai saluran penjualan, untuk meningkatkan kepuasan pelanggan dan membangun loyalitas terhadap merek. Dalam penelitian ini, peneliti ingin menyelidiki peran perceived novelty yang dapat meningkatkan customer inspiration sehingga menciptakan customer loyalty pada kedua saluran ritel. Penelitian ini menggunakan desain penelitian konklusif deskriptif cross-sectional dengan metode penelitian kuantitatif. Penelitian ini mengumpulkan data primer menggunakan metode survey dengan sebanyak 299 partisipan berpartisipasi dalam penelitian ini. Penelitian ini menggunakan metode non probability sampling berupa judgement sampling dengan menggunakan metode analisis statistik yaitu Partial Least Square - Structural Equation Modelling (PLS-SEM). Hasil penelitian menujukkan bahwa perceived novelty secara signifikan meningkatkan customer inspiration, yang dimana hal tersebut dapat mempengaruhi customer loyalty. Implikasi praktisi dari temuan ini adalah bahwa perusahan ritel harus terus meningkatkan persepsi kebaruan pada channel online dan offline karena dapat meningkatkan motivasi pelanggan untuk melakukan pembelian dan loyalitas terhadap perusahaan.

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This study aims to analyze the role of perceived novelty in influencing customer loyalty through customer inspiration in the omnichannel retail industry. This system integrates across all sales channels, without limitation, enabling customers to enjoy an integrated and efficient shopping experience through various channels, thereby enhancing customer satisfaction and fostering brand loyalty. In this study, the researcher intends to investigate the role of perceived novelty in enhancing customer inspiration to create customer loyalty across both retail channels. The research adopts a descriptive cross- sectional conclusive research design using quantitative methods. Primary data were collected through a survey involving 299 participants. Non-probability judgment sampling was utilized, and data were analyzed using Partial Least Squares - Structural Equation Modeling (PLS-SEM). The findings indicate that perceived novelty significantly enhances customer inspiration, which in turn can influence customer loyalty. The practical implications of these findings suggest that retail companies should continuously enhance perceptions of novelty across online and offline channels to increase customer motivation for purchases and loyalty towards the company. "

"Penelitian ini membahas mengenai pengaruh customer engagement melalui instagram terhadap customer loyalty pelanggan Somethinc. Terdapat variabel trust, commitment, dan customer value creation diantara hubungan keduanya. Pengumpulan data dilakukan melalui survei kepada 199 responden yang berdomisili di Indonesia, berusia diatas 18 tahun, mengikuti akun instagram Somethinc, dan pernah membeli produk Somethinc lebih dari satu kali. Metode penyebaran kuesioner dilakukan secara online menggunakan Google Form dan analisis data menggunakan Partial Least Square-Structural Equation Modelling (PLS-SEM) dengan software SMARTPLS 4. Hasil penelitian ini menunjukkan bahwa customer engagement berpengaruh secara positif dan signifikan terhadap trust, commitment dan customer value creation. Kemudian, trust berpengaruh secara positf dan signifikan terhadap commitment dan customer loyalty. Selanjutnya, commitment berpengaruh secara positif dan signifikan terhadap customer loyalty. Kemudian, customer value creation berpengaruh secara positif dan signifikan terhadap commitment dan customer loyalty

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This research discusses the influence of customer engagement through instagram on Somethinc customers' customer loyalty. There are variables of trust, commitment, and customer value creation between the two relationships. Data collection was conducted through a survey of 199 respondents who live in Indonesia, are over 18 years old, follow Somethinc's instagram account, and have purchased Somethinc products more than once. The questionnaire distribution method was carried out online using Google Form and data analysis using Partial Least Square-Structural Equation Modeling (PLS-SEM) with SMARTPLS 4 software. The results of this study indicate that customer engagement has a positive and significant effect on trust, commitment, and customer value creation. Then, trust has a positive and significant effect on commitment and customer loyalty. Furthermore, commitment has a positive and significant effect on customer loyalty. Then, customer value creation has a positive and significant effect on commitment and customer loyalty."

"Penelitian mengenai Pengaruh Customer Advocacy terhadap Customer Loyalty ini memiliki hasil yang berbeda dalam hal apakah konsumen harus loyal terlebih dahulu baru dapat bertindak sebagai sebagai advocacy bagi sebuah Brand, atau konsumen harus bertindak sebagai advocacy dulu, baru bisa menjadi customer yang loyal. Hal ini tentunya akan menguntungkan bagi sebuah Brand, mengingat partisipasi konsumen dalam berperan sebagai advokat bagi perusahaan akan mendatangkan banyak manfaat seperti penghematan biaya marketing, dan bisa digunakan sebagai basis data untuk melakukan value generating bagi perusahaan. Penelitian ini bertujuan untuk mengetahui bagaimana customer advocacy yang diperkuat oleh customer brand engagement, bisa mempengaruhi customer loyalty. Penelitian menggunakan metode pengukuran dengan menggunakan SEM-PLS dengan metode purposive sampling serta menggunakan self adminstrtive questionnaire. Dari 300 kuesioner, kuesioner yang berhasil Kembali ke peneliti adalah sebanyak 203 responden customer perbankan. Hasil dari penelitian menunjukkan bahwa 5 dari 7 hipotesis berhasil diterima yang dapat diajukan sebagai usulan bagi alternatif strategi perusahaan perbankan

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Research on the Effect of Advocacy on Customer Loyalty has different results in terms of whether consumers must be loyal first and then can act as advocacy for a brand, or consumers must act as advocacy first, then they can become loyal customers. This will certainly be beneficial for a brand, considering that consumer participation in acting as an advocate for companies will bring many benefits such as saving on marketing costs, and can be used as a database for value generating for companies. This study aims to find out how customer advocacy, which is strengthened by customer brand engagement, can affect customer loyalty. The study used purposive sampling method and using SEM-PLS to analyze the data. The questionnaire back in the researcher from 300 questionnaire, the quistioner back in the researcher was 203 banking customer respondents. The results of the study show that 5 out of 7 hypotheses have been successfully accepted which can be proposed as alternative strategies for banking companies"

"Terlepas banyaknya program loyalitas pada e-commerce marketplace, penelitian hubungan antara loyalty program dengan online relationship quality masih langka. Tujuan penelitian ini adalah untuk menginvestigasi hubungan antara faktor – faktor (antecedents) dan konsekuensi dari online relationship quality dalam industri e-commerce marketplace dan untuk mengetahui bagaimana program loyalitas memoderasi variabel attitudinal dan behavioral loyalty sebagai konsekuensi dari online relationship quality. Data dikumpulkan dari 769 pengguna e-commerce marketplace di Indonesia sebagai responden dalam penelitian ini. Hipotesis dalam penelitian ini diuji dengan structural equation modeling - partial least squares (SEM-PLS). Hasil pengujian menunjukkan bahwa 10 dari 11 hipotesis yang mengukur pengujian langsung antecedents online relationship quality dan konsekuensi dari online relationship quality diterima, hal tersebut menunjukkan bahwa online relational bonds dan persepsi reputasi vendor mempengaruhi online relationship quality. Hasil pengujian yang menguji moderasi loyalty program menunjukkan 1 dari 4 hipotesis diketahui memoderasi hubungan online relationship quality dengan konsekuensinya yaitu EWOM pada kelompok subsample Low loyalty Program. Namun 3 hipotesis lainnya menunjukkan bahwa loyalty program tidak memperkuat hubungan online relationship quality dengan variabel online customer review dan behavioral loyalty. Penelitian ini memberikan gambaran bagaimana antecedents dari online relationship quality dan konsekuensinya dan moderasi loyalty program yang dilakukan e-commerce dapat disesuaikan sebagai panduan untuk memperkuat kualitas hubungan e-commerce dengan pelanggan dan meningkatkan loyalitas pelanggan.

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Despite the abundance of loyalty programs in e-commerce, their interplay with online relationship quality is scarce. The purpose of this study is to investigate the antecedents and consequences of online relationship quality in the e-commerce marketplace and to test if and how a loyalty program moderates consumer attitudinal and behavioral loyalty as the online relationship quality outcomes. The study is explanatory research, data were collected from 769 e-commerce marketplace buyers in Indonesia that participated in this study by completing questionnaires. The research hypotheses were tested using structural equation modeling - partial least squares (SEM-PLS). The results showed that 10 out of 11 hypotheses that measured the direct effect of antecedents online relationship quality on consequences online relationship quality are supported, it exhibits that online relational bonds and perceived vendor reputation affected online relationship quality. To assess the moderation of loyalty program, this study split samples into low and high loyalty program group. However only 1 out of 4 hypotheses of moderating effect from loyalty program are supported, it showed that loyalty program moderates the connection between online relationship quality and EWOM. This study provides wide antecedents of online relationship quality and their consequences towards attitudinal and behavioral loyalty with loyalty program for e-commerce marketplace, through being aware of them e- commerce could adjust their suitable guideline to sustain their relationship quality with online customers and choose a suitable loyalty program to help increasing customer loyalty."

"Indonesia sudah dilanda pandemi Covid-19 terhitung sejak pada bulan Maret 2020. Dahsyatnya dampak yang diberikan oleh pandemi sendiri akhirnya memberikan dampak terhadap beragam sektor industri di dunia dan juga di Indonesia salah satunya adalah industri penerbangan. Agar dapat mempertahankan dan meningkatkan loyalitas pelanggan yang sudah lama terbangun jauh sebelum pandemi Covid-19 melanda, pada akhirnya industri penerbangan, salah satunya adalah Citilink, melakukan beragam inovasi. Tujuan dari penelitian ini adalah menganalisis pengaruh Customer Engagement, Service Quality, Perceived Value, Customer Satisfaction, dan Brand Image terhadap Customer Loyalty penumpang maskapai penerbangan Citilink di Jakarta. Penelitian ini menggunakan pendekatan kuantitatif melalui metode survei berdasarkan purposive sampling terhadap populasi. Jumlah responden dalam penelitian ini adalah 100 orang yang peneliti dapatkan menggunakan questionnaire. Data yang didapatkan kemudian peneliti olah menggunakan SPSS melalui analisis statistic deskriptif dan analisis regresi sederhana. Hasil dalam penelitian ini memperlihatkan bahwa hubungan yang dimiliki dalam model penelitian signifikan dan saling memiliki pengaruh antara satu dengan yang lain.

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Indonesia has been hit by the Covid-19 pandemic since March 2020. The devastating impact of the pandemic itself has finally had an impact on various industrial sectors in the world and also in Indonesia, one of which is the aviation industry. In order to maintain and increase customer loyalty that had been built long before the Covid-19 pandemic hit, in the end the aviation industry, one of which was Citilink, made various innovations. The purpose of this study was to analyze the effect of Customer Engagement, Service Quality, Perceived Value, Customer Satisfaction, and Brand Image on Customer Loyalty of Citilink airline passengers in Jakarta. This study uses a quantitative approach through a survey method based on purposive sampling of the population. The number of respondents in this study were 100 people which the researchers obtained using a questionnaire. The data obtained were then processed using SPSS through descriptive statistical analysis and simple regression analysis. The results in this study show that the relationships in the research model are significant and mutually influence each other."

"Komunitas merek mengalami perkembangan, yang kemudian melahirkan komunitas merek online, dicirikan dengan penggunaan internet sebagai platformnya. Perkembangan ini tidak hanya bermanfaat bagi konsumen, tetapi juga bagi siapa saja yang aktif di pasar, salah satunya adalah meningkatnya loyalitas pelanggan. Tak hanya itu, keterlibatan pelanggan juga merupakan diskusi utama dalam komunitas merek online yang menggambarkan pengalaman interaktif konsumen, memiliki sifat iteratif yang dapat bertindak sebagai penyebab antecedent maupun akibat consequence. Oleh karena itu, penelitian ini bertujuan untuk membuktikan pengaruh komunitas merek online terhadap keterlibatan pelanggan, pengaruh keterlibatan pelanggan terhadap loyalitas merek, serta pengaruh mediasi loyalitas komunitas dalam pengaruh keterlibatan pelanggan terhadap loyalitas merek pada komunitas Mi Fans Indonesia. Penelitian dilakukan menggunakan pendekatan kuantitatif dengan mengaplikasikan SEM melalui AMOS. Hasilnya adalah komunitas merek online terbukti secara positif mempengaruhi keterlibatan pelanggan, keterlibatan pelanggan terbukti secara positif mempengaruhi loyalitas merek, dan adanya peran mediasi loyalitas komunitas dalam pengaruh keterlibatan pelanggan terhadap loyalitas merek pada komunitas Mi Fans Indonesia.

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Brand community is experiencing growth, which then develops into online brand community, characterized by the use of the Internet as its platform. This development is not only beneficial for consumers, but also for anyone who is active in the market, one of which is increasing customer loyalty. More than that, customer engagement is also a major discussion in the online brand community that describes the interactive experience of the consumer, that has iterative nature act as an antecedent or consequence. Therefore, this study aims to prove the influence of the online brand community on customer engagement, the influence of customer engagement on brand loyalty, and the role of community loyalty as mediation in the influence of customer engagement on brand loyalty in Mi Fans Indonesia community. This thesis is conducted using quantitative analysis by applying SEM through AMOS. The result is online brand community is proved to affect customer engagement positively, customer engagement is proved to affect brand loyalty positively, and there is mediation role of community loyalty in the influence of customer engagement on brand loyalty in Mi Fans Indonesia community."