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"Loyalitas pelanggan adalah komitmen untuk melakukan pembelian kembali suatu barang atau jasa yang menjadikan pelanggan tersebut tidak mudah beralih ke kompetitor. Perusahaan dapat meningkatkan loyalitas pelanggan dengan menerapkan loyalty program. Penelitian ini bertujuan untuk menganalisis loyalitas pelanggan pada Go-Jek di Jabodetabek studi pada loyalty program Go-Jek Indonesia. Penelitian ini menggunakan pendekatan kuantitatif, jenis penelitian deskriptif, metode survey dengan menyebarkan kuesioner ke 150 responden dengan teknik purposive sampling. Hasil penelitian menunjukkan bahwa loyalitas pelanggan Go-Jek di Jabodetabek termasuk tinggi. Lebih khusus lagi, hasil dari penelitian ini juga menunjukkan bahwa dari ketiga kategori responden yang sebelumnya dibagi berdasarkan keterlibatannya dalam loyalty program Go-Jek Indonesia, kategori responden yang terdiri dari pengguna layanan Go-Jek yang terlibat dalam loyalty program menunjukkan loyalitas yang lebih tinggi dibandingkan pengguna layanan Go-Jek lainnya.

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Customer loyalty is a commitment to re purchase a product service and resist to switch to another product or brand. A firm can increase customer loyalty by implementing loyalty program. This research was conducted with the aim to analyse customer loyalty at Go Jek in Jabodetabek focusing on loyalty program by Go Jek Indonesia. This study was conducted using quantitative research approach with descriptive type of research and survey method by collecting questionnaires from 150 respondents with purposive sampling.

The result shows that customer loyalty at Go Jek in Jabodetabek is high. More specific, this research finds that among the three categories of respondents divided by involvement in Go Jek rsquo s loyalty program, the category of respondents which consist of respondent who had involved in Go Jek rsquo s loyalty program shows higher loyalty than the other categories of respondents."

"Skripsi ini membahas mengenai pengaruh Cause Related Marketing (CRM) terhadap loyalitas merek The Body Shop. Pengaruh Cause Related Marketing (CRM) diukur melalui empat buah dimensi yakni congruency, duration, amount of resources invested, dan senior management involvement. Oleh karena itu, penelitian ini adalah penelitian kuantitatif di mana data primer dikumpulkan melalui kuesioner.Berdasarkan hasil penelitian, peneliti menyarankan agar kampanye Cause Related Marketing (CRM) yang dilaksanakan berfokus untuk memberikan informasi kepada konsumen dan mempertahankan keunggulan melalui dimensi congruency.The focus of this study is about the effect of Cause Related Marketing (CRM) to brand loyalty of The Body Shop. The effect of Cause Related Marketing (CRM) to brand loyalty was measured through four dimensions which are congruency, duration, amount of resources invested, and senior management involvement. This is a quantitative research which is data primer was collected by questioner method.

Based the result of this research, researcher suggests that Cause Related Marketing (CRM) campaign must be focus to give the information to consumers and keep the strong point through congruency."

"Loyalitas pelanggan adalah salah satu hal yang sangat penting dalam industri barang maupun jasa. Jika pelanggan sudah loyal pada perusahaan atau organisasi tertentu maka pelanggan akan terus menggunakan produk atau jasa dari perusahaan tersebut. Industri freight forwarder merupakan salah satu industri yang bergerak di bidang jasa. Freight Forwarder sebagai penyedia jasa logistik pihak ketiga yang melakukan pengiriman barang melalui beberapa mode transportasi yaitu udara ,laut dan darat. Jarang di temukan pelanggan yang hanya loyal pada satu perusahaan saja. Meningkatkan kualitas pelayanan terhadap pelanggan tentunya akan menjadi tujuan utama bagi pelaku industri freight forwarder. Penelitian ini dilakukan dengan tujuan untuk mengetahui faktor-faktor yang bisa meningkatkan kualitas pelayanan pada industri freight forwarder sehingga dapat dijadikan dasar untuk perbaikan demi meningkatkan loyalitas pelanggan. Penelitian sebelumnya menunjukkan bahwa faktor-faktor yang pengaruh terhadap loyalitas pelanggan. adalah perceived value, perceived quality, trust, customer complaint,dan image. Setelah dilakukan integrasi IPA dan Taguchi tampak bahwa sebenarnya terdapat hal-hal yang penting untuk ditingkatkan berkaitan dengan upaya untuk dapat menciptakan loyalitas pelanggan. Hal-hal tersebut adalah Trust, Image, dan Perceived Value. Indikator faktor yang berada dalam kuadran 4 (tingkatkan kinerja) adalah Care untuk faktor Trust, Reputation faktor Image, dan Considered to be a Good Buy untuk faktor Perceived Value.

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Customer loyalty plays an important role in industry both product and services. If customer become loyal to one company or organization then customer will keep using the company?s product and services. Freight Forwarder is a third party logistics services provider which shipped goods using air, sea and trucking transportation mode . It has been so rarely found a customer who loyal only to one company. Commonly, customer moved from one to another company. To improve the service quality would be very important for the forwarder. This research's goal is to find out the which factors that affect customer loyalty that need to be improved. Previous research shows that perceived value, perceived quality, trust, customer complaint and image are the factors affecting customer loyalty. Integrated Importance Performance Analysis and Taguchi method was used in this research as the tools. The result shows that factor Trust, Image, Perceived Value need to be improved. Importance Performance Analysis for each factors indicator shows that Care for Trust, Reputation for Image and Considered to be a good buy for Perceived Value are the factor that need to be improved."

"Penelitian ini bertujuan untuk mengetahui pengaruh dari attitudinal loyalty dan behavioral loyalty terhadap intensi pembelian kembali pelanggan terhadap restoran Jepang Sushi Tei. Penelitian ini menggunakan pendekatan metode riset kuantitatif berdasarkan model penelitian Leingpibul, Thomas, Broyles, dan Ross (2009). Survei dilakukan terhadap 160 responden. Hasil penelitian menunjukkan bahwa attitudinal loyalty berpengaruh langsung terhadap intensi pembelian kembali konsumen Sushi Tei. Selain itu, behavioral loyalty juga terbukti memediasi pengaruh attitudinal loyalty terhadap intensi pembelian kembali. Dari hasil penelitian ini juga terbukti bahwa meet expectation dan affective feeling state memiliki pengaruh positif terhadap attitudinal loyalty.

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This study aimed to determine the effect of attitudinal loyalty and behavioral loyalty to customer repurchase intentions toward the Japanese restaurant Sushi Tei. This study used quantitative research method approach based on the research model Leingpibul, Thomas, Broyles, and Ross (2009). The survey was conducted on 160 respondents. The results showed that attitudinal loyalty directly influence consumer repurchase intentions Sushi Tei. In addition, behavioral loyalty is also shown to mediate the influence of attitudinal loyalty on repurchase intention. From the results of this study also proved that meet expectation and affective feeling state has a positive effect on attitudinal loyalty."

"Tesis ini menganalisis pengaruh kepuasan dan loyalitas konsumen yang dijelaskan melalui behavioral dan attitudinal loyalty terhadap variabel kualitas produk, harga, layanan pendukung, kinerja pengiriman, dan interaksi dengan frontline people. Penelitian kuantitatif ini dilakukan terhadap 245 responden sepeda motor merek Honda. Hasil penelitian menunjukkan bahwa kepuasan konsumen berpengaruh secara positif terhadap harga dan kualitas produk. Selain itu, dibuktikan juga bahwa kepuasan konsumen tidak memengaruhi behavioral dan attitudinal loyalty. Dan juga, behavioral loyalty dipengaruhi layanan pendukung secara positif dan interaksi dengan frontliner secara positif, sedangkan attitudinal loyalty dipengaruhi secara positif oleh interaksi dengan frontline people.

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The study focuses on discussing the relationship of customer satisfaction and loyalty with main purpose to examine a model in which customer satisfaction is conceived as mediating the relationship between the elements of relationship value (price, product quality, service support, delivery performance, and personal interaction) and attitudinal and behavioral customer loyalty. This quantitative research is conducted on 245 Honda motorcycle customers.

The results show that customer satisfaction is positively affected by price and by product quality. On the other hand, customer satisfaction does not positively influences behavioral and attitudinal loyalty. In addition, behavioral loyalty is also positively affected by service support and positively by personal interaction, while attitudinal loyalty is positively affected by personal interaction."

"Companies are forever being more creative in their branding strategies, building identities ranging from the warm-and-fuzzy to the ultra-cool and edgy. But it seems that many of these enterprises forgot that a brand, at its heart, is a promise to deliver. If the brand experience does not live up to that promise, customers will take their business elsewhere. "Brand Real" is a business strategy guide for making a brand's promise stand up at every customer touch point. Packed with proven, repeatable management practices, the book shows how to establish a clean brand architecture while avoiding the needless complexity that has tripped up many promising companies. Author Laurence Vincent presents cautionary tales of supposed brand superstars as well as instructive case studies of genuine brand giants like American Express, Apple, Cisco, Google, Qualcomm, Virgin, and others. Readers will learn how to connect the outward-facing elements of their brands-logos, advertising, imagery, communications-directly to the core elements of business strategy and forge a powerful and lasting connection with their customers."

"ABSTRAKPada industri telekomunikasi di Indonesia, kesetiaan atau loyalitas pelanggan merupakan faktor penting yang menjadi tujuan perusahaan agar pelanggan lama tidak beralih ke peusahaan pesaing. Penelitian ini akan mengkaji tingkat pengaruh kualitas jasa, kepuasan dan kepercayaan terhadap pembentukkan kesetiaan di kalangan pelanggan. Objek yang diteliti adalah operator CDMA Esia. Data dikumpulkan dengan menyebarkan kuesioner yang terstruktur kepada 100 orang responden yang merupakan pengguna telpon seluler CDMA Esia. Dari hasil analisis, didapatkan bahwa ketiga variabel yang diuji memiliki pengaruh yang nyata terhadap pembentukkan kesetiaan di kalanngan pelanggan CDMA Esia. Hanya variabel kualitas jasa yang mempunyai nilai signifikansi pengaruh yang lemah. Penelitian ini merupakan replikasi terbatas dari penelitian Chiou dan Droge (2006).

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ABSTRACTAt telecommunication industry in Indonesia, the customer loyalty is important factor which is being companies? objective in order to keep the long standing customer not to switch at competitor Company. This study investigates the level of influence service quality, satisfaction and trust toward the loyalty. Object this study is CDMA Esia cellular. Data were collected through a survey using structured questionnaires. The 100 respondents of this study were user or Esia?s customer. The findings show that customer loyalty level was significantly affected by service quality, satisfaction and trust. Among those independence factors, only service quality which has low value of influence degree with customer loyalty. This study was limited modification research of Chiou and Droge (2006)."

"Nowadays, brand does not function as an identity or to differentiate of one product to others only. The branding has been extending in many product categories which are marketed to consumers. To offer their products, the producers can not rely on functional benefits only, but also needs to take the emotional approach to the consumers by the brand given. The approach to give the emotional benefit is through the personalities of the brand as human personalities, included to fashion products. The brand must appear as the consumers it self in order to gain the brand loyalty in long time.The purpose of this research is to find out how the impact of brand personality to brand loyalty of the consumers of fashion brand Zara at Jakarta. In addition to know which dimension of brand personality is most influential to brand loyalty. This research also using Aaker?s dimensions of brand personality, sincerity; excitement; competence; and sophistication. Aaker?s theory about the benefit of brand (functional; emotional; and self-expressive) is used as the first step to refer the brand personality concept. The theories are used to measure the brand loyalty of the consumers based on Aaker?s and Peter and Olson?s measurement.The approach used in this research is quantitative approach with descriptive as a type of research. In order to get the data that support this research, the writer using purposive sampling by distributed 23 questions related to the indicators from the dimensions stated above to 100 respondents in 5 locations (Zara?s store in Jakarta) with judgemental sampling. To find out the brand personality dimensions as independent variable to brand loyalty as dependent variable, the writer uses factor analysis and multiple regression in the measurement.The finding of this research suggests that three of four dimensions which use in measurement, have significant positive impact to brand loyalty. And the result suggests that dimension of competence has biggest impact to brand loyalty than others dimension in brand personality. Besides, dimension of excitement has no impact to the brand loyalty.This research also gives the managerial implications related to the result to Zara?s management, especially in Indonesia. The consumers did not fully aware and care about the competitive advantage which Zara offers, which most appear in dimension of excitement. So that Zara?s Indonesia should adopt the markets here better and more adaptive in the way to gain the brand loyalty of consumers. The best thing that Zara?s Indonesia can do is through the approach of characteristic, and also the culture of brand preference of Indonesian consumers."

"Penelitian ini adalah penelitian kuantitatif menggunakan pendekatan descriptive research dengan cross sectional study. Data yang digunakan adalah data primer yang diperoleh dari mahasiswa sebuah perguruan tinggi di Jakarta Barat. Untuk pengambilan sampel digunakan metode non probability sampling dengan teknik judgmental sampling. Sampel yang diperoleh adalah sebanyak 300 responden. Penelitian ini menunjukkan bahwa kepuasan mempengaruhi kepercayaan secara positif, kepercayaan mempengaruhi komitmen secara positif, komitmen mempengaruhi loyalitas secara positif, kepuasan mempengaruhi loyalitas secara positif dan kepercayaan mempengaruhi loyalitas secara positif.

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This research is quantitative descriptive research with cross sectional study. The primary data is obtained from students of a university located in Jakarta Barat. The method of sampling is non probability sampling and the technique is judgmental sampling. The sample cosisted of 300 respondent. The result of this research shows that there is a positive effect satsifaction to trust, there is a positive effect on trust to comitment, there is a positive effect commitment to loyalty, there is a positive effect satisfaction to loyalty and there is a positive effect trust to loyalty."