Hasil Pencarian  ::  Simpan CSV :: Kembali

"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."

"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.

---

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."

"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."

"[ABSTRAKbrPenelitian ini menguji pengaruh perceived employee emotional competence terhadap customer satisfaction dan loyalty, serta bagaimana rapport memediasi pengaruh tersebut. Penelitian ini menggunakan konteks personal service, yaitu penata rambut, dengan menggunakan 130 sampel. Penelitian ini terdiri dari dua studi. Studi 1 menguji model penelitian pada responden yang menggunakan penata rambut yang sama setiap kali menggunakan jasa penata rambut, sedangkan studi 2 menguji model penelitian pada responden yang menggunakan penata rambut yang berbeda-beda. Model penelitian diuji dengan menggunakan teknik analisis Partial Least Squares Structural Equation Modeling (PLS-SEM). Hasil penelitian ini menunjukkan bahwa employee emotional competence tidak berpengaruh secara langsung terhadap satisfaction dan loyalty, tetapi melalui mediasi rapport.;This research examined the effect of perceived employee emotional competence on customer satisfaction and loyalty, and how rapport mediates these effects. This research uses the context of personal service, hairstylist, using 130 samples. This research consists of two studies. Study 1 tested the research model on respondents who use the same hairstylist each time using the service of hairstylist, while Study 2 tested the research model on respondents who use different hairstylists each time using the service. The model was tested by using Partial Least Squares Structural Equation Modeling (PLS-SEM) technique. This research showed that employee emotional competence do not effect satisfaction and loyalty directly, but through the mediation of rapport.;This research examined the effect of perceived employee emotional competence on customer satisfaction and loyalty, and how rapport mediates these effects. This research uses the context of personal service, hairstylist, using 130 samples. This research consists of two studies. Study 1 tested the research model on respondents who use the same hairstylist each time using the service of hairstylist, while Study 2 tested the research model on respondents who use different hairstylists each time using the service. The model was tested by using Partial Least Squares Structural Equation Modeling (PLS-SEM) technique. This research showed that employee emotional competence do not effect satisfaction and loyalty directly, but through the mediation of rapport.;This research examined the effect of perceived employee emotional competence on customer satisfaction and loyalty, and how rapport mediates these effects. This research uses the context of personal service, hairstylist, using 130 samples. This research consists of two studies. Study 1 tested the research model on respondents who use the same hairstylist each time using the service of hairstylist, while Study 2 tested the research model on respondents who use different hairstylists each time using the service. The model was tested by using Partial Least Squares Structural Equation Modeling (PLS-SEM) technique. This research showed that employee emotional competence do not effect satisfaction and loyalty directly, but through the mediation of rapport., This research examined the effect of perceived employee emotional competence on customer satisfaction and loyalty, and how rapport mediates these effects. This research uses the context of personal service, hairstylist, using 130 samples. This research consists of two studies. Study 1 tested the research model on respondents who use the same hairstylist each time using the service of hairstylist, while Study 2 tested the research model on respondents who use different hairstylists each time using the service. The model was tested by using Partial Least Squares Structural Equation Modeling (PLS-SEM) technique. This research showed that employee emotional competence do not effect satisfaction and loyalty directly, but through the mediation of rapport.]"

"Penelitian ini bertujuan untuk menilai pengaruh kualitas layanan elektronik (e-SQ) terhadap inspirasi pelanggan (CI) dan kepuasan pelanggan (CS), dan dampak dari inspirasi pelanggan terhadap loyalitas pelanggan (CL) pada platform pesan-antar makanan online, spesifiknya pada layanan GoFood. Metode penelitian menggunakan pendekatan kuantitatif dengan menerapkan desain konklusif deskriptif dan jenis penelitian cross-sectional melalui penyebaran survei terhadap 100 responden yang merupakan penduduk Pulau Jawa, berusia di antara 20-40 tahun, serta pernah melakukan pemesanan melalui layanan GoFood setidaknya lebih dari satu kali selama 6 bulan terakhir. Pengolahan data dilakukan dengan menggunakan software IBM SPSS edisi 29 dan SmartPLS. Hasil menunjukkan CI sebagai hasil utama dari e-SQ dan sebagai perantara yang memengaruhi CL secara signifikan. CI memengaruhi CL dengan CS sebagai mediasi. Pemasar dapat menawarkan informasi yang relevan terkait beragam produk baru, ide, serta kelezatan makanan pada situs web dengan pesan yang terpersonalisasi dan iklan yang menciptakan CI. Pelanggan yang terinspirasi dan terpuaskan mungkin akan menggunakan kembali situs web tersebut dan menyediakan rekomendasi positif pada pelanggan lain, menciptakan loyalitas.

---

This study aims to assess the influence of e-Service Quality (e-SQ) on Customer Inspiration (CI) and Customer Satisfaction (CS), and the impact of Customer Inspiration on Customer Loyalty (CL) on an online food delivery platform, specifically the GoFood service. The research method uses a quantitative approach by applying a conclusive descriptive design and a cross-sectional type of study by distributing surveys to 100 respondents who are residents of Java Island, aged between 20-40 years, and have ordered through the GoFood service at least more than once in the last 6 months. Data processing is done using IBM SPSS version 29 and SmartPLS software. The results indicate that CI is a primary outcome of e-SQ and acts as a mediator that significantly influences CL. CI affects CL with CS as the mediator. Marketers can offer relevant information about various new products, ideas, and the tastiness of food on the website with personalized messages and advertisements that create CI. Inspired and satisfied customers are likely to reuse the website and provide positive recommendations to other customers, thereby creating loyalty."

"Tesis ini menganalisa pengaruh customer perceived value, brand trust, dan brand affect terbadap brand loyalty. Studi ini adalah riset kuantitatifyang menggunakan data primer melalui kuesioner yang disebarkan ke pengguna telepon genggrnn di Jakarta. Desain riset ini adalab riset desktiptif yang menggunakan metode analisa regresi sederbana. Hasil penelitian ini menunjukkan babwa teradapat hubungan yang positif dan signifikan antara customer perceived value, brand trust, dan brand affect dalam membangun brand loyalty.

---

This thesis analyzed the effect of customer perceived value, brand trust, brand affect to build brand loyalty. This research is a quantitative research which uses primary data through questionaire from mobile phone users in Jakarta. The design of this research is a descriptive research which use simple regression method. The results of this research show that there is a positive and significant relationship between customer perceived value, brand trust, and brand affect to build brand loyalty.

"

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

---

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."

"Traveloka adalah startup online travel agent terbesar di Indonesia. Dalam kasus ini, perusahaan memilih antara mengembangkan hedonic value atau lebih condong ke utilitarian value yang dibawa. Penelitian ini melihat tentang bagaimana pengaruh hedonic value dan utilitarian value secara langsung terhadap customer loyalty ataupun secara tidak langsung melalui customer satisfcation. Penelitian ini juga berfokus pada generasi Z, yaitu generasi yang dari lahir sudah bersentuhan dengan internet dan cenderung memiliki keterbukaan terhadap internet yang tinggi. Penelitian yang dilakukan bersifat kuantitatif serta menggunakan model pengukuran Structural Equation Modelling (SEM) untuk mengolah data. Pengolahan data berdasarkan pada data yang berjumlah atas 330 responden. Responden telah disaring sesuai dengan kriteria yang dibutuhkan, yaitu; berusia 18-26 tahun (Generasi Z), pernah menggunakan aplikasi traveloka untuk memesan penginapan dalam kurun waktu 1 tahun ke belakang, dan berdomisili di Indonesia. Penelitian ini menghasilkan hasil bahwa hedonic value dan utilitarian value tidak berpengaruh secara positif dan signifikan terhadap customer loyalty, tetapi hedonic value dan utilitarian value berpengaruh secara positif dan signifikan terhadap customer loyalty secara tidak langsung, yaitu melalui customer satisfaction. Terakhir, customer satisfaction terbukti secara positif dan signifikan memediasi hubungan antara hedonic value dan utilitarian value dengan customer loyalty. Implikasi manajerial dan saran bagi penelitian selanjutnya akan dibahas lebih lanjut pada penelitian ini.

---

Traveloka is the biggest online travel agent startup in Indonesia. In this case, the company chooses between developing hedonic value or leaning more towards the utilitarian value it brings. This study looks at how the influence of hedonic value and utilitarian value directly on customer loyalty or indirectly through customer satisfaction. This study also focuses on generation Z, which is the generation that has been in contact with the internet since birth and tends to have high openness to the internet. This research is quantitative and uses a Structural Equation Modelling (SEM) measurement model to process the data. Data processing is based on data that totals 330 respondents. Respondents have been screened according to the required criteria, namely, 18-26 years old (Generation Z), have used the Traveloka application to book lodging within the past 1 year, and domiciled in Indonesia. This study resulted in the results that hedonic value and utilitarian value did not have a positive and significant effect on customer loyalty, but hedonic value and utilitarian value had a positive and significant effect on customer loyalty indirectly, namely through customer satisfaction. Finally, customer satisfaction is proven to mediate the relationship positively and significantly between hedonic value and utilitarian value with customer loyalty. The managerial implications and suggestions for further research will be discussed further in this study."

"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."

"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."