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"Karya tulis ini menganalisa tentang bagaimana antrian di supermarket bisa mengubah pengalaman konsumen dan keinginan untuk membeli, serta menggunakan customer equity framework sebagai pengukurannya. Karya tulis ini meneliti tiga toko supermarket di Belanda, yaitu Albert Heijn, Jumbo, dan Dirk van den Broek. Lebih spesifik, penulis memberikan hipotesa bahwa customer equity di supermarket bisa dipengaruhi secara negatif jika konsumen mengalami antrian. Hipotesa tersebut diuji dengan menyebarkan survei online dan diperoleh 108 responden. Hipotesa tersebut tidak didukung dan memberikan kesimpulan bahwa antrian tidak memiliki efek moderasi terhadap hubungan tipe supermarket dan customer equity. Selain itu, ditemukan bahwa Albert Heijn memiliki kemampuan paling baik dalam menggunakan tiga variabel dari customer equity, yaitu value equity, brand equity, dan relationship equity.

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This study analyzed how the queue in supermarkets might change the customer experience and purchase intention and it used customer equity framework as the measurement. This study examined three supermarkets in the Netherlands, which are Albert Heijn, Jumbo, and Dirk van den Broek. More specifically, the author hypothesized that the customer equity in a supermarket can be affected negatively if the customers are experiencing queue. The hypothesis was tested by spreading out an online survey and a sample of 108 respondents was gathered. The hypotheses were not supported, suggesting that queue has no role in moderating types of supermarket and customer equity. In addition, the analysis revealed that Albert Heijn does best in leveraging the three drivers of customer equity, which are value equity, brand equity, and relationship equity."

"Dunia teknologi dan penggunaan media sosial, khususnya di Indonesia terus mengalami peningkatan setiap tahunnya. Hal tersebut mengakibatkan jangkauan pelanggan yang semakin besar sehingga menjadikan media sosial menjadi salah satu sarana komunikasi pemasaran yang banyak dimanfaatkan oleh perusahaan atau lebih dikenal dengan istilah Social Media Marketing. Penelitian ini bertujuan untuk menguji pengaruh dari Social Media Marketing Activities terhadap Customer Loyalty melalui Customer Equity Drivers (CED) yang terdiri dari Value Equity, Brand Equity, dan Relationship Equity. Selanjutnya, desain penelitian yang digunakan berupa conclusive research dengan pengumpulan data cross sectional yang difokuskan pada top five e-commerce Indonesia. Dalam menguji hipotesis digunakan metode Structural Equation Model (SEM) terhadap 161 responden yang ditentukan melalui teknik judgmental sampling. Temuan dari penelitian ini mengungkapkan bahwa Social Media Marketing Activities berpengaruh terhadap Value Equity, Brand Equity dan Relationship Equity. Hal yang serupa juga terjadi pada Customer Loyalty, dimana Brand Equity dan Relationship Equity berpengaruh positif, sementara Value Equity berpengaruh positif, namun tidak signifikan. Kemudian, melalui penelitian ini diharapkan dapat memberikan implikasi manajerial yang baik, khususnya bagi para peneliti dan entitas bisnis pada sektor e-commerce.The world of technology and the use of social media, continues to increase every year, especially in Indonesia. This has resulted in increasingly greater customer reach, making social media as one of marketing communication tool that is widely used by companies or better known as Social Media Marketing. This study aims to examine the effect of Social Media Marketing Activities on Customer Loyalty through Customer Equity Drivers (CED) consisting of Value Equity, Brand Equity, and Relationship Equity. Furthermore, the research design used was conclusive research with cross sectional data collection that focused on Indonesia's top five e-commerce. In testing the hypothesis, Structural Equation Model (SEM) method is used and applied for 161 respondents which are determined through judgmental sampling techniques. The findings of this study reveal that Social Media Marketing Activities affect Value Equity, Brand Equity and Relationship Equity. The same thing also happened to Customer Loyalty, where Brand Equity and Relationship Equity had a positive effect, while Value Equity had a positive effect, but it was not significant. Then, through this research it is expected to have good managerial implications, especially for researchers and business entities in the e-commerce sector."

"Penelitian ini bertujuan untuk mengetahui pengaruh media marketing activity terhadap customer loyalty melalui variabel perantara (mediator) yang terdiri dari value equity, brand equity, dan relationship equity. Penelitian ini dilakukan terhadap nasabah produk Pegadaian Tabungan Emas PT Pegadaian (Persero) di wilayah DKI Jakarta dan Jawa Barat yang merupakan follower dan fans akun instagram PT Pegadaian (Persero), dan melakukan transaksi penambahan nominal pada Pegadaian Tabungan Emas dalam kurun waktu satu tahun terakhir. Penelitian ini menggunakan pendekatan kuantitatif dengan metode survei yang dilakukan terhadap 160 orang responden. Pengolahan data pada penelitian ini menggunakan analisis statistik deskriptif dan SEM-PLS. Hasil analisis data menunjukkan bahwa social media marketing activities berpengaruh positif terhadap value equity; social media marketing activities berpengaruh positif terhadap brand equity; social media marketing activities berpengaruh positif terhadap relationship equity; social media marketing activities tidak menunjukkan pengaruh secara langsung terhadap customer loyalty; social media marketing activities berpengaruh positif melalui value equity, brand equity, dan relationship equity terhadap customer loyalty; value equity berpengaruh positif terhadap customer loyalty; brand equity berpengaruh positif terhadap customer loyalty; dan relationship equity berpengaruh positif terhadap customer loyalty. Hasil penelitian menunjukkan bahwa suatu perusahaan dapat mengembangkan customer loyalty dengan memanfaatkan social media marketing, namun harus melalui upaya memberikan nilai produk itu sendiri, merek, dan hubungan yang baik dengan pelanggannya. Social media marketing activities yang baik membuat pelanggan dapat menilai produk, merek, dan hubungan lebih baik dibandingkan jika perusahaan tidak memiliki interaksi dengan pelanggannya melalui social media.

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This study aims to determine whether social media marketing activities have an influence on customer loyalty through the intermediary variables (mediator) consisting of value equity, brand equity and relationship equity. This research was conducted customers of Pegadaian Tabungan Emas on PT Pegadaian (Persero) in DKI Jakarta and West Java area, who are followers and fans of PT Pegadaian (Persero) instagram accounts @sahabatpegadaian, and made nominal addition transactions in Pegadaian Tabungan Emas within the last one year. This research uses a quantitative approach with a survey method which was conducted towards 160 respondents. Data processing in this study uses a descriptive statistical analysis and SEM-PLS. The results of data analysis show that social media marketing activities has a positive effect on value equity; social media marketing activities has a positive effect on brand equity; social media marketing activities has a positive effect on relationship equity; social media marketing activities do not show a direct influence on customer loyalty; social media marketing activities have a positive effect through value equity, brand equity, and relationship equity to customer loyalty; value equity has a positive effect on customer loyalty; and brand equity has a positive effect on customer loyalty, and relationship equity has a positive effect on customer loyalty. The findings reveal that a particular company may enhance customer loyalty by employing social media marketing, as if the company accomplishes equity on product, brand, and relationship well. Social media marketing activities delivers better customer’s perceptions and knowledge resulted the interactions with customers through social media marketing activities"