Hasil Pencarian  ::  Simpan CSV :: Kembali

"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.

---

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."

"Penelitian ini bertujuan untuk mengkaji pengaruh kualitas layanan chatbot berbasis AI terhadap loyalitas pelanggan yang dirasakan, dengan mempertimbangkan peran mediasi dari perceived value, trust, dan satisfaction. Metode yang digunakan adalah survei kuantitatif dengan pengambilan sampel dari pelanggan Lazada di DKI Jakarta. Data dikumpulkan melalui kuesioner dan dianalisis menggunakan KMO. Hasil penelitian menunjukkan bahwa kualitas layanan AI chatbot secara signifikan mempengaruhi nilai yang dirasakan dan kepuasan pelanggan, yang selanjutnya berdampak pada kepercayaan pelanggan. Nilai yang dirasakan dan kepuasan pelanggan juga berperan sebagai mediator dalam hubungan antara kualitas layanan AI chatbot dan loyalitas pelanggan. Penelitian ini memberikan wawasan penting bagi Lazada dan perusahaan e-commerce lainnya dalam mengembangkan strategi layanan pelanggan berbasis AI. Implikasi praktis dari penelitian ini termasuk pentingnya mengintegrasikan solusi AI chatbot yang efektif untuk meningkatkan pengalaman pelanggan, yang pada gilirannya dapat mendorong loyalitas pelanggan. Penelitian ini juga menyarankan arah untuk penelitian masa depan, terutama dalam mengkaji dampak jangka panjang dari teknologi AI dalam layanan pelanggan pada berbagai sektor industri.

---

This study aims to examine the influence of AI-based chatbot service quality on perceived customer loyalty, taking into consideration the mediating roles of perceived value, trust, and satisfaction. The research method employed was a quantitative survey, with a sample taken from Lazada customers in DKI Jakarta. Data were collected through questionnaires and analyzed using KMO. The research results indicate that the quality of AI chatbot services significantly affects perceived value and customer satisfaction, which subsequently impacts customer trust. Perceived value and customer satisfaction also act as mediators in the relationship between AI chatbot service quality and customer loyalty. This study provides valuable insights for Lazada and other e-commerce companies in developing AI-based customer service strategies. Practical implications of this research include the importance of integrating effective AI chatbot solutions to enhance customer experiences, ultimately driving customer loyalty. The study also suggests directions for future research, especially in examining the long-term impact of AI technology in customer service across various industry sectors."

"Tingginya tingkat persaingan bisnis di Indonesia sebab semakin banyak alternatif brand skincare. Generasi Z dinilai memiliki daya beli yang lebih rendah dibandingkan generasi sebelumnya, yang membuat mereka lebih sadar akan harga dan mengurangi nilai loyalitas terhadap suatu merek. Penelitian ini fokus pada pengaruh Customer Perceived Value (X1) dan Competitive Advantage (X2) terhadap Customer Loyalty (Y) dengan Trust (M) sebagai mediasi pada Generasi Z pengguna brand Skintific di Indonesia. Dengan menggunakan metode kuantitatif dan kuesioner kepada 220 responden, hasil analisis Structural Equation Modelling-Partial Least Square (SEM-PLS) menunjukkan bahwa Customer Perceived Value dan Competitive Advantage berpengaruh positif dan signifikan terhadap Customer Loyalty melalui peran Trust sebagai mediasi. Temuan ini memberikan pemahaman mendalam tentang faktor-faktor yang memengaruhi loyalitas pelanggan, khususnya pada Generasi Z di dalam pasar skincare, memberikan pandangan yang berharga bagi perkembangan merek Skintific.

---

With a surge in skincare brand alternatives, Indonesia's business landscape witnesses heightened competition. Generation Z, characterized by lower purchasing power, prioritizes price consciousness, leading to reduced brand loyalty. This study focuses on examining the influence of Customer Perceived Value (X1) and Competitive Advantage (X2) on Customer Loyalty (Y) among Generation Z users of the Skintific brand in Indonesia, with Trust (M) serving as a mediating factor.Through a quantitative method involving 220 respondents and questionnaire analysis, Structural Equation Modelling- Partial Least Square (SEM-PLS) reveals that Customer Perceived Value and Competitive Advantage significantly and positively impact Customer Loyalty, mediated by Trust. These findings provide a comprehensive understanding of factors influencing customer loyalty, particularly within the Generation Z skincare market, offering valuable insights for the development of the Skintific brand."

"Studi ini dilakukan untuk memeriksa mekanisme diamati terlibat dalam hubungan antara kualitas layanan yang dirasakan dan kesetiaan pelanggan dalam simcard Mentari. Tujuan dari penelitian ini adalah untuk menguji hipotesis bahwa hubungan antara kualitas layanan yang dirasakan dan kesetiaan pelanggan dimediasi, oleh citra perusahaan, kepercayaan, dan biaya switching. Responden sebanyak 136 dari semua pengguna layanan jasa telpon seluler Mentari untuk menyelesaikan suatu survey yang meliputi langkah-langkah dari: 1. hubungan antara kualitas layanan yang dirasakan dan kesetiaan pelanggan, 2. hubungan antara kualitas layanan yang dirasakan dan kepercayaan, 3. hubungan antara kepercayaan dan dirasakan biaya switching, 4. hubungan antara kepercayaan dan kesetiaan pelanggan, 5. hubungan antara citra perusahaan dan loyalitas pelanggan, 6. hubungan antara kualitas layanan yang dirasakan dan citra perusahaan, 7. hubungan antara biaya switching dirasakan dan kesetiaan pelanggan, dan 8. hubungan antara kualitas layanan yang dirasakan dan dianggap biaya switching.

---

This study was conducted to examine the mechanisms involved in observed relations between perceived service quality and customer loyalty in Mentari simcard. The purpose of the present research was to test the hypothesis that relations between perceived service quality and customer loyalty are mediated, by corporate image, trust, and perceived switching costs. Respondents (N=136) from consumer that use Mentari provider completed a survey that included measures of : 1. the relationship between perceived service quality and customer loyalty, 2. the relationship between perceived service quality and trust, 3. the relationship between trust and perceived switching costs, 4. the relationship between trust and customer loyalty, 5. the relationship between corporate image and customer loyalty, 6. the relationship between perceived service quality and corporate image, 7. the relationship between perceived switching costs and customer loyalty, and 8. the relationship between perceived service quality and perceived switching cost."

"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.

---

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."

"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.

---

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."

"Dalam satu dekade terakhir, pertumbuhan usaha kuliner di Indonesia sangat cepat. Warunk Upnormal muncul sebagai salah satu usaha yang tingkat pertumbuhannya sangat tinggi. Bagaimana Warunk Upnormal menjaga kualitas layanannya agar konsumen tetap merasa puas dan loyal? Penelitian ini meneliti pengaruh service quality, perceived value pada customer satisfaction dan loyalty yang dilakukan Warunk Upnormal di Jakarta. Menggunakan teknik non-probability sampling, kuesioner penelitian dibagikan kepada sebanyak 245 responden. Software yang digunakan untuk mengolah data adalah SPSS dan SmartPLS 3.0. Hasil menunjukkan bahwa service quality yang dilakukan oleh Warunk Upnormal berpengaruh postif terhadap customer satisfaction, dan customer satisfaction yang pada akhirnya memberikan pengaruh positif pada loyalitas pelanggan. Menarik untuk disikapi bahwa hasil dari variabel perceived value memperlemah hubungan antara service quality terhadap customer satisfaction. Implikasi manajerial dan saran untuk penelitian selanjutnya diberikan berdasarkan hasil penelitian yang dilakukan.

---

In the past decade, the growth of culinary businesses in Indonesia is very fast. Warunk Upnormal emerged as one of the businesses whose growth rates were very high. How does Warunk Upnormal maintain the quality of its services so that consumers remain satisfied and ultimately loyal? This study studies the effect of service quality, perceived value on customer satisfaction and loyalty by Warunk Upnormal in Jakarta. Using the non-probability sampling technique, questionnaire distributed to 245 respondents. This research was processed using SPSS and SmartPLS 3.0 tools. Realizing the quality of service performed by Warunk Upnormal determines positively to customer satisfaction, and customer satisfaction determines which eventually provide a positif impact toward customer loyalty. It is interesting to note here that the perceives value aparently weakning the relationship between service quality and customer satisfaction. Managerial implication and and suggestions for further research are given based on the research report."

"Pembelian makanan melalui online food delivery platform belakangan ini menjadi pilihan banyak masyarakat dan penggunannya diprediksi akan terus bertumbuh beberapa tahun ke depan. Pelayanan dari pengemudi online food delivery merupakan faktor penting untuk mencapai kepuasan dari pengguna layanan. Penelitian ini bertujuan untuk meneliti pengaruh dari Service Quality, Customer Perceived Value, dan Trust yang ada pada pengemudi online food delivery service terhadap Customer Satisfaction dengan Trust juga berfungsi sebagai variabel mediasi. Penelitian ini mengambil studi kasus pada pelayanan dari pengemudi ShopeeFood, yaitu salah satu platform online food delivery di Indonesia. Desain penelitian ini menggunakan single cross-sectional secara kuantitatif dan metode pengumpulan data dilakukan dengan menggunakan judgemental sampling. Terdapat sebanyak 287 data yang diperoleh dari pengguna ShopeeFood di area Jabodetabek dan dianalisis menggunakan metode Partial Least Square-Structural Equation Modelling (PLS-SEM). Hasil penelitian ini menemukan bahwa Service Quality memiliki pengaruh positif terhadap Customer Satisfaction apabila dimediasi oleh Trust. Selain itu Customer Perceived Value dan Trust juga ditemukan memiliki pengaruh positif terhadap Customer Satisfaction. Penelitian ini juga menemukan bahwa Trust merupakan variabel mediasi yang memiliki dua efek sekaligus yaitu full-mediation terhadap hubungan antara Service Quality dan Customer Satisfaction dan partial-mediation terhadap hubungan antara Customer Perceived Value dan Customer Satisfaction. Penelitian ini memberikan kontribusi berupa saran manajerial untuk meningkatkan pelayanan dari para pengemudi online food delivery.

---

The purchase of food through online food delivery platforms has recently become the main choice of many people and its use is predicted to continue to grow in the next few years. The service from the online food delivery personnel or driver is an important factor to achieve satisfaction from service users. This study aims to examine the effect of Service Quality, Customer Perceived Value, and Trust on online food delivery service drivers on Customer Satisfaction with Trust also functioning as a mediating variable. This research takes a case study on services from ShopeeFood drivers, which is one of the online food delivery platforms in Indonesia. The design of this study is a single cross-sectional with quantitative methods and data collection is done by judgmental sampling. There are 287 data obtained from ShopeeFood users in the Greater Jakarta area and analyzed using the Partial Least Square-Structural Equation Modeling (PLS-SEM) method. The results of this study found that Service Quality can only have a positive effect on Customer Satisfaction if it is intervened by Trust. In addition, Customer Perceived Value and Trust were also found to have a positive effect on Customer Satisfaction. This study also found that Trust can be a mediating variable by producing two types of effects at once, namely full-mediation and partial-mediation. This study contributes managerial advice to improve the services of online food delivery drivers."

"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.

---

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."

"Salah satu produk yang paling banyak dibeli melalui e-commerce Indonesia adalah apparel, khususnya bagi Generasi Z dan Milenial. Dengan persaingan e-commerce Indonesia yang ketat dan biaya yang diperlukan untuk menarik pelanggan baru lebih besar dibanding mempertahankan pelanggan yang sudah ada, perusahaan-perusahaan e-commerce memerlukan cara untuk menjaga atau meningkatkan customer loyalty. Maka dari itu, penelitian ini menginvestigasi pengaruh online shopping experience produk apparel melalui dimensi website experience, product experience, service experience, brand experience, dan emotional experience terhadap customer loyalty Generasi Z dan Milenial pada e-commerce Indonesia. Penelitian dilaksanakan melalui survey terhadap 179 responden Generasi Z/Milenial pelanggan produk apparel di e-commerce Indonesia. Penelitian ini dilaksanakan dengan uji regresi linear berganda menggunakan IBM SPSS Statistics 24 dan menunjukkan hasil bahwa product experience dan emotional experience memiliki pengaruh positif yang signifikan terhadap customer loyalty. Sementara itu, website experience, service experience, dan brand experience tidak memiliki pengaruh positif yang signifikan terhadap customer loyalty. Berdasarkan hasil tersebut, penelitian ini dapat membantu manajer pemasaran perusahaan e-commerce Indonesia dalam mengalokasikan sumber daya agar dapat menjaga/meningkatkan customer loyalty pelanggan produk apparel dari Generasi Z dan Milenial.

---

One of the most purchased products through Indonesian e-commerce is apparel, especially for Generation Z and Millennials. With Indonesia's e-commerce fierce competition and the costs required to attract new customers being greater than retaining existing customers, e-commerce companies need ways to maintain /increase customer loyalty. Therefore, this research investigates the influence of the online shopping experience for clothing products through the dimensions of website experience, product experience, service experience, brand experience and emotional experience towards the loyalty of Generation Z and Millennial customers in Indonesian e-commerce. The research was conducted through a survey of 179 Generation Z/Millennial respondents, customers of apparel products in Indonesian e-commerce. This research was carried out using multiple linear regression tests using IBM SPSS Statistics 24 and showed the results that product experience and emotional experience have a significant positive influence on customer loyalty. Meanwhile, website experience, service experience, and brand experience do not have a significant positive influence on customer loyalty. Based on these results, this research can help marketing managers of Indonesian e-commerce companies in allocating resources to maintain/increase customer loyalty for apparel product customers from Generation Z and Millennials."